Manager of Customer Success

Summary

Join VLogic's dynamic team as the Manager of Customer Success, leading the Customer Success team to achieve client satisfaction, retention, and revenue growth. You will build strong client relationships, develop effective strategies, and act as a key point of escalation for complex issues. Responsibilities include managing and mentoring a team of Customer Success Managers, monitoring KPIs, advocating for customer needs, and identifying upselling/cross-selling opportunities. The ideal candidate possesses 7+ years in Customer Success, 3+ years managing teams, excellent communication and analytical skills, and strong technical proficiency. VLogic offers a remote-first environment, generous healthcare coverage, flexible time off, 401k matching, annual wellness benefits, and "Furternity" leave.

Requirements

• 7+ years in Customer Success roles
• 3+ years experience managing teams, preferably in Customer Success of Customer Support
• Excellent communication skills, and the ability to develop strong relationships with clients
• Strong analytical skills, and experience in analyzing data and making data-driven decisions and developing effective solutions
• A proactive mindset, and the drive to identify problems before they escalate
• Strong technical proficiency, and the ability to learn new products quickly
• Strong project management skills and experience managing multiple customer relationships simultaneously
• Proven ability to work independently and manage competing priorities
• Familiarity with tools such as Hubspot and Monday.com
• Familiarity with Government contracting process and timeline

Responsibilities

• Lead the Customer Success team to ensure client satisfaction and retention, drive product adoption, and contribute to revenue growth
• Build and maintain relationships with key clients, acting as a point of escalation for complex customer issues
• Keep track of key performance indicators such as customer satisfaction, churn rate, product usage, and make data-driven suggestions for areas of improvement
• Act as the voice of the customer within the organization, providing feedback as needed to product and engineering teams to drive product features and improvements
• Identify and communicate opportunities for upselling and cross-selling within our customer base
• Manage and mentor a team of Customer Success Managers, providing guidance and support to help them succeed

Preferred Qualifications

High growth SaaS experience

Benefits

• A remote-first environment - we have employees across the US, and provide all work equipment, a monthly internet stipend, and a one-time stipend to help you set up your home office
• Generous healthcare coverage for you and your family, including medical, dental, vision, and short- and long-term disability coverage
• Flexible time off - we offer 10 paid holidays annually and have an unlimited PTO policy, so no need to worry about accruals!
• 401k matching - VLogic provides up to 4% 401k matching on employee contributions to help you invest in your future
• Annual Wellness Benefits, which can be used towards gym memberships, fitness classes, workout equipment, etc
• ���Furternity” Leave - we understand that pets are an important part of our employee’s lives. Personal time can be used to adopt or care for a furry friend