Manager, Customer Success

Summary

Join Articulate's SMB Customer Success team as an experienced Manager! You will lead a team of Customer Success Managers, overseeing their work with small business customers to ensure successful subscriber management and renewal. Responsibilities include coaching the team, standardizing activities, identifying and developing talent, and partnering with senior leadership. You will own team performance metrics, renewal forecasts, and serve as an escalation point for complex customer issues. This role requires strong management and customer success experience in a SaaS environment, along with excellent communication and analytical skills. The position offers a competitive salary and benefits package and can be performed remotely from anywhere in the US.

Requirements

• 2+ years of management experience
• 3+ years of customer success and/or account management experience, preferably within a high-volume, SaaS organization
• Strong understanding of customer success industry and trends
• Proven track record of success in identifying customer needs and implementing long-term solutions in a SaaS environment
• Experience utilizing metrics to make data-driven decisions
• High level of business acumen and an ability to communicate effectively with internal stakeholders
• History of building and/or improving processes, methodologies, programs or frameworks that increased team performance
• Excellent organization, project management and time management skills
• Ability to build rapport and trust with customers, team members, and internal stakeholders
• Demonstrated ability to provide clear, timely, actionable feedback
• Naturally curious with excellent critical-thinking skills
• Resilient, adaptable, and thrives in a fast-paced environment
• Excellent verbal, written communication and presentation skills

Responsibilities

• Manage a team of high-performing SMB CSMs throughout the entire customer journey - from onboarding through engagement and renewal
• Coach CSMs to provide a best in class customer experience while meeting revenue retention targets and mitigating renewal risks
• Standardize activities that SMB CSMs execute at each stage in the customer journey
• Identify, attract, retain and develop talent for the customer success organization
• Conduct and attend weekly 1:1s, team meetings and cross-functional meetings
• Partner with CS senior leadership to establish clear goals and metrics for the SMB team
• Partner with leadership to refine processes, systems, and resources to successfully deliver value to our customers, the team and the business
• Proactively identify, develop & execute solutions to improve operations for the team, customers, and business
• Be the voice of the customer internally to give visibility to and help address customer needs
• Own team’s performance metrics and be responsible for guiding them to meet and exceed their goals
• Own the renewal forecast for your segment, reporting metrics to senior leadership weekly and reporting on renewal trends quarterly
• Serve as an escalation point for complex customer issues
• Support VP in special projects and other tasks as assigned

Benefits

• $97,000 - $145,600 a year
• This position is also bonus eligible
• This position is eligible for Articulate’s robust suite of benefits which are detailed here
• This is a US-based role and can be performed remotely from anywhere within the United States