Manager, Customer Success

Summary

Join us as a Manager of our UK/I Customer Success team to hire, train, coach, and manage a team of new and established Customer Success Managers in a fast-paced environment. You will work closely with Customer Success leadership to build a team of world-class CSMs, while executing and improving customer retention playbooks.

Responsibilities

• Manage approximately 10-12 members of the EMEA UK/I (Small Business) CSM Team
• Coordinate with recruiting and internal teams to recruit, hire, and train new people
• Serve as a coach and a leader, helping to develop the skills of your team so they are able to achieve their metrics and career goals
• Maintain a high level of team engagement and motivation
• Display an ability to build confidence and trust in your direct reports
• Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers
• Be accountable for the health and retention of 1,500-2,000 EMEA customers
• Proactively identify areas for innovation and improvement within the CSM Team, and drive collaborative developments within our existing playbooks
• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
• Analyze customer and performance data to make informed decisions about operational and procedural changes
• Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired