Remote Manager, Customer Success

Summary

Join our expanding Customer Experience organization as a driven and pioneering Manager of Customer Success to lead a team of Customer Success Managers and shape the future of our Customer Success organization.

Requirements

• 5 + years experience in Customer Success, with at least 2 years in a leadership role managing a team of CSMs
• Proven track record of growing and scaling a Customer Success team, driving client retention and net revenue growth
• Extensive knowledge of Customer Success strategies, best practices, and methodologies as it relates to the customer journey and lifecycle stages
• Excellent communication skills (written and verbal) with the ability to clearly articulate departmental strategy, goals, and execution
• History of using data to inform strategy and execution and a disciplined approach to measurement and testing
• Proven ability to identify, hire, train, and develop top talent
• Comprehensive knowledge of current technologies in CRM, customer success engagement, conversational intelligence, and calendaring tools
• Empathetic mindset and a customer-centric approach to servicing both internal and external stakeholders
• Natural curiosity for all aspects of the role, seeking deep understanding and increasing acumen of the business and industry
• Strong data analysis skill set to interpret customer success and business metrics to drive data informed decisions on departmental growth and evolution

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers to achieve their performance goals and career growth
• Guide your team to build and maintain strong relationships with our customers, ensuring they receive strategic guidance and receive exceptional support
• Develop and execute strategies to maximize customer retention rates, identify expansion and upsell opportunities, and monitor account health
• Collaborate with leadership to define and monitor Customer Success goals and KPIs. Develop strategies to evolve our CS motion to drive recurring impact and value realization within our customer segments
• Partner with Sales, Marketing, Product, and RevOps to align Customer Success initiatives with overall business objectives
• Continuously analyze and optimize current processes to streamline business operations and improve the customer lifecycle
• Oversee and iterate on existing training and enablement programs for customers, ensuring they achieve their desired outcomes and maximize the value of our product. Own the internal onboarding and ongoing training/soft skill development for your team of CSMs
• Design and execute Customer Success playbooks, including customer onboarding, proactive growth engagement, expansion opportunities, and customer health
• Implement reporting and corresponding measurement/tracking to understand CSM portfolio performance, CSM activities, gross ARR churn, ARR/NRR forecasting, and expansion/upsell pipeline

Benefits

Remote work