Customer Success Manager

Summary

Join Peek, a leading experiences platform with over $3 billion in bookings, as a Customer Success Manager. Lead and mentor a high-performing team, defining and executing the Customer Success strategy focused on retention, expansion, and advocacy. You will develop workflows and best practices, utilize data-driven insights, and act as a customer advocate. This role requires proven leadership skills, experience in SaaS Customer Success, and strong project management abilities. Peek offers a remote-first work environment and a comprehensive benefits package, including full health care, dental, and vision plans, paid parental leave, and competitive compensation with equity upside.

Requirements

• Bachelor’s degree in Business, or related field
• Minimum of 5 years of experience in a Customer Success environment, preferably within SaaS
• Proven leadership skills and experience managing a team
• Strong project management skills, with a track record of delivering projects on time and within budget
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Familiarity with SaaS products and the technology sector

Responsibilities

• Lead, mentor, and develop a high-performing team of Customer Service Managers
• Foster a collaborative and high-performing team culture that emphasizes professional growth, accountability, and continuous improvement
• Conduct regular performance reviews, provide actionable feedback, and identify development opportunities
• Define and execute the Customer Success strategy, focusing on customer retention, expansion, and advocacy
• Monitor key performance indicators (KPIs) and churn rate to ensure team success
• Take a front-line role in Renegotiation and Revenue Uplift endeavors
• Develop and refine workflows, playbooks, and best practices for managing customer accounts effectively
• Use data-driven insights to identify trends, anticipate customer needs, and proactively address challenges
• Oversee escalations, ensuring swift resolution of customer issues and a seamless experience
• Act as an advocate for customers, ensuring their feedback is communicated to internal teams to improve products and services
• Build and nurture relationships with key stakeholders, ensuring they see value from our solutions
• Represent the voice of the customer during strategic planning sessions
• Build and maintain strong relationships with clients, ensuring their needs are met and expectations are exceeded

Benefits

• Full health care, dental, and vision plans
• Paid parental leave
• Company recharge at the end of the year
• Competitive compensation packages that include significant equity upside