Manager of Customer Success

Summary

Join Virtuous as a Manager of Customer Success and lead a team of Customer Success Managers focused on revenue retention, expansion, and customer satisfaction. You will mentor and support your team, ensuring they meet or exceed revenue goals and utilize best practices. Responsibilities include overseeing team performance, managing OKRs, forecasting, and optimizing software tools. The ideal candidate has at least 3 years of experience managing a quota-carrying team in B2B SaaS, strong leadership skills, and a customer-centric focus. This role requires strong relationship-building, problem-solving, and collaboration skills, along with technical proficiency and sales acumen. Virtuous offers competitive pay, benefits, and a supportive work environment.

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
• Proficiency in working with CRMs, email marketing, and other technology
• Thrive in a fast-paced and ever-changing environment where you equally work independently and collaboratively- the ability to juggle multiple processes and prioritize daily is a must

Responsibilities

• Provide ongoing mentorship and support to Customer Success team members, fostering professional growth, resolving challenges, and ensuring adherence to best practices and company standards
• Drive the professional development of Customer Success team members through targeted training, mentorship, and performance feedback, while fostering a supportive environment that encourages continuous learning and growth
• Use data and reporting to measure CSM success and areas for improvement
• Oversee team performance of company objectives and departmental goals, ensuring parallel progress and providing prescriptive feedback for each Customer Success Manager in necessary areas of growth
• Own and manage quarterly OKRs, providing regular updates to Virtuous leadership
• 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, ensuring effective utilization and data accuracy

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
• We value our employee’s work-life balance and encourage taking advantage of 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)
• We pride ourselves on Community and host exciting company outings and events