Enterprise Customer Success Manager

Summary

Join ZipRecruiter as the Manager, Enterprise Customer Success and lead a team of Enterprise Customer Success Managers. You will be responsible for the post-sales customer experience, including onboarding, campaign performance, and customer retention. This role requires experience coaching and leading customer success personnel, driving department goals, and upskilling individuals. You will work cross-functionally to improve processes and tools. Success in this position demands passion, innovation, and a high standard of results. The position offers a hybrid work environment and a competitive compensation and benefits package.

Requirements

• 3-5 years of Management experience in Enterprise Customer Success, Account Management, or Sales OR internal candidates in a senior level role with prior leadership experience
• Demonstrated experience in developing successful customer success management teams through enthusiastic leadership and motivational skills
• Skilled in all aspects of the customer lifecycle from on-boarding to renewal, with strong client positioning and presentation skills
• Demonstrated experience analyzing employee and client performance data to optimize output and create meaningful change to drive positive results
• Easily builds rapport and establishes relationships with customers and colleagues
• Working knowledge of Microsoft Office (Excel, Powerpoint) and Google Suite products (Gmail, Slides, Sheets, Drive, etc)
• Empathy and the ability to lead by example
• Diplomacy and strong cross-team collaboration skills
• Organized and reliable
• Strong drive and passion to achieve goals
• Excellent verbal and written communication skills

Responsibilities

• Lead a team of Enterprise Customer Success Managers who own the post-sales component of the customer lifecycle
• Coach your team on presenting the value of performance results through story-telling with data during regular business review meetings
• Build & maintain customer onboarding, campaign optimization, and renewal playbooks to set the team up for success and provide a consistent client experience
• Develop customer onboarding and campaign optimization expertise across the team
• Work with the team to help them meet or exceed their/your Enterprise customer retention and revenue targets
• Ideate and execute improvements to CSM processes to achieve customer onboarding, retention, and growth goals
• Provide weekly reporting on the progress of your team; keep an open line of communication to senior management
• Conduct weekly coaching sessions with team members to affect positive change and retain top performers
• Work closely with sales management peers within your department and across the company to ensure alignment and optimal efficiency between teams
• Collaborate with the Product department to advocate for tools and enhancements that increase productivity and improve customer success
• Excel at people management: set clear expectations, review progress, provide feedback and guidance, and hold people accountable for delivering impactful results
• Partner closely with senior leadership to drive change management across the business

Preferred Qualifications

Digital advertising and/or recruitment advertising experience

Benefits

• Competitive salary
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer-matched 401(k) plan
• The US base salary for this full-time position is $120,000
• Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits
• Hybrid work environment