Remote Manager of Customer Success

Summary

Join our growing Customer Success Team as a Manager of Customer Success to lead mid-level Customer Success Managers, focusing on revenue retention, expansion, customer product adoption, and satisfaction.

Requirements

• At least 3 years of experience managing a team is required
• Management experience in B2B SaaS
• Experience managing a quota carrying team
• Experience in a professional customer facing role required
• Strong Leadership: Proven experience in a customer success or related leadership role
• Customer-Centric Focus: Deep understanding of customer needs and a passion for ensuring their success
• Relationship Building: Strong propensity for relationship building, enjoying forming and maintaining meaningful relationships not only with your team members but also with customers
• Proactive Problem-Solving: Proven ability to identify and address gaps or risks in CSM books of business with the appropriate coaching
• Collaborative Mindset: Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach
• Technical Proficiency: Strong technical acumen to provide product support and guidance to your team through the use of tools, reporting, and data driven customer insights
• Sales Acumen: Ability to coach CSMs on sales tactics and strategies for optimal retention and expansion
• Project Management: Organizational skills, with the ability to prioritize effectively along with critical thinking abilities to balance customer needs with Virtuous' objectives

Responsibilities

• Provide ongoing mentorship and support to Customer Success team members
• Drive the professional development of Customer Success team members through targeted training, mentorship, and performance feedback
• Oversee team performance of company objectives and departmental goals
• Conduct regular assessments of Customer Success Managers’ books of business to ensure optimal balance of recurring revenue, customer journey stages, and more
• Develop and update retention and expansion forecasts for each CSM and collectively as a team
• Maintain and optimize software tools for the team, including ChurnZero reportings, Sendoso, Notion, and Lattice

Benefits

• Market competitive pay leveraging Carta data
• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
• Unlimited PTO
• Supportive time off including paid volunteer days and company holidays
• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)