Customer Success Manager

Summary

Join YipitData's SpendHound team as a Customer Success Team Leader, overseeing a team of 5+ specialists and ensuring exceptional customer outcomes. Manage complex customer accounts, drive engagement strategies, and lead initiatives to improve retention and adoption. This role involves managerial responsibilities like hiring, training, and mentoring, as well as solving escalated issues and leading strategic projects. The position offers a remote-friendly opportunity with potential locations in NYC, other US office hubs, or remotely within the US. The company offers a competitive salary and benefits package, including flexible work hours, vacation, 401k match, parental leave, and more. Growth opportunities are based on impact, not tenure.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related field, preferably in B2B SaaS. After IC experience , you should have 2-3+ years of experience as a high-performing people manager
• Proven experience managing and scaling high-performing teams, with a track record of exceeding goals. Strong leadership skills with prior experience coaching or managing a team of 5+ individuals
• Excellent problem-solving abilities and a proactive/self-starter mindset. You should have a keen view on what’s working and what’s challenging within your team and proactively work to optimize/solve problems
• Exceptional communication and cross-functional relationship skills

Responsibilities

• Lead, mentor, and develop a team of 5+ Customer Success specialists, fostering a high-performance culture
• Set clear goals and expectations, providing ongoing coaching to drive individual and team success
• Collaborate with leadership to create and implement scalable processes to improve efficiency, engagement, and customer outcomes
• Drive team accountability, ensuring performance consistently meets or exceeds company goals
• Own and manage relationships with key customer accounts, ensuring long-term success and satisfaction
• Work with your team to develop and implement strategies to maximize customer engagement, adoption, and retention
• Work with your team to identify at-risk customers, create re-engagement strategies, and track improvement efforts
• Turn dormant/unengaged customers into platform advocates by improving customer satisfaction scores
• Serve as the voice of the customer, delivering clear and concise feedback to the Product team to drive improvements
• Own key customer success initiatives, including process improvements and optimizing customer touchpoints
• Lead cross-functional projects to enhance overall customer experience and operational efficiency

Benefits

• Flexible work hours
• Flexible vacation
• A generous 401K match
• Parental leave
• Team events
• Wellness budget
• Learning reimbursement