Manager, Customer Success - Enterprise

Summary

Join Narvar as a Manager of Customer Success to lead the post-purchase experience and drive the strategic direction and operational execution of the Customer Success organization. You will gather insights to optimize the customer lifecycle, ensure clarity in strategy and execution, and lead interactions with customers. This role requires a strong mix of relationship management, analytical, and leadership development skills. You will collaborate with various teams to drive process, create solutions, and make Narvar a best-in-class customer success organization. The position reports to the Senior Director of Customer Success and involves managing a team of Customer Success Managers. You will be responsible for building programs to measure customer health, operationalizing the organization, overseeing a complex book of business, and implementing success plans to expand product adoption.

Requirements

• 3+ years of experience leading a team working with enterprise clients
• 10+ years of client-facing experience in retail consulting, customer success management, or similar roles
• Executive-level interpersonal, project management, and communication skills
• Scaled a team in a fast growing B2B SaaS company or other similar organization
• Experience in, and the desire to, dig into data to uncover business insights and drive decision making
• Deep understanding of the customer journey and how to define and measure success in SaaS
• Experience in operationalizing Customer Success through analytics-driven programs, system,s and playbooks
• Worked with enterprise accounts to identify and tackle challenging business problems
• Comfortable in a fast-paced environment
• Demonstrated strong communication skills, both written & verbal
• Active participation in all team events

Responsibilities

• Build and drive programs to measure customer health, account load balancing, renewal forecasting and supporting other core business functions
• Lead the operationalization of the Customer Success organization, using data and analytics to improve team and customer efficiencies, and identify and fill areas of opportunity
• Own and Oversee complex Enterprise book of business and guide the team on achieving Retention and expansion targets
• Implement a clearly defined success plan to expand product adoption and grow relationships
• Collaborate with the Sales and Operations leadership team to forecast renewal and revenue pipeline
• Manage a team of Customer Success Managers and empower them to deliver excellent client experiences that drive strong renewals, retention and adoption
• Optimize the end-to-end customer lifecycle
• Measure the effectiveness of Customer Success programs through metrics and operational reviews
• Promote a customer-centric mindset across the company and align initiatives across cross-functional teams

Preferred Qualifications

Experience using Salesforce, ChurnZero, or other customer relationship management solutions