Manager of Customer Success

Summary

The job description is for a Manager of Customer Success Managers at Syndigo. This role involves leading a team to ensure customer satisfaction and engagement, developing strategies, and collaborating with cross-functional teams. The ideal candidate should have 5+ years of experience in customer success or a related field, with at least 3 years in a leadership role.

Requirements

5+ years of experience in customer success or a related field, with at least 3 years in a leadership role

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of continuous improvement and professional growth
• Set performance objectives, conduct regular performance reviews, and provide constructive feedback to ensure the team meets and exceeds customer success goals
• Create growth paths for high performers (mentoring, project based) as well as performance plans for employees who aren’t consistently executing on team objectives
• Develop and implement training programs to enhance the skills and knowledge of the CSM team
• Collaborate with peer managers on assigned projects and objectives and create presentations for the Senior Director/Head of Customer Care
• Oversee the customer lifecycle to ensure successful onboarding, adoption, and retention of customers
• Act as an escalation point for customer issues, ensuring prompt resolution and maintaining high levels of customer satisfaction
• Monitor customer health metrics and develop strategies to address any potential risks
• Collaborate with the Director of Customer Success to develop and execute strategies that drive customer success and align with business objectives
• Analyze customer feedback and data to identify trends, challenges, and opportunities for improvement
• Implement and refine customer success processes, tools, and best practices to enhance team efficiency and effectiveness
• Work closely with Sales, Product, Marketing, and Support teams to ensure a cohesive approach to customer success
• Provide insights and feedback to the Product team to influence product development and enhancements based on customer needs
• Collaborate with the Sales team to support upsell and cross-sell opportunities as well as opportunities where risk may present on customer renewals