Manager, Customer Success Management

Summary

Join our team as Manager of Customer Success Management to lead a team of professionals, drive customer retention, and foster a positive team environment.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field
• 7+ years of experience in Customer Success, Account Management, or a related field, with at least 2 years in a leadership role
• Fraud and/or Payments product knowledge
• Proven track record of managing and developing high-performing teams
• Strong understanding of customer success principles and best practices
• Excellent communication, interpersonal, and problem-solving skills
• Ability to analyze data and make data-driven decisions

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers
• Foster a positive and collaborative team environment
• Conduct regular performance reviews and provide constructive feedback and radical candor
• Identify training and development needs and provide appropriate resources
• Build and maintain strong relationships with key customers
• Act as a point of escalation for customer issues and ensure timely resolution
• Develop and implement strategies to improve customer satisfaction and retention
• Monitor customer health metrics and proactively address potential issues
• Ability and desire to roll-up your sleeves and dig into customer issues, is a plus
• Develop and execute customer success strategies aligned with company goals
• Collaborate with cross-functional teams (Sales, Product, Marketing, etc.) to ensure a seamless customer experience
• Identify opportunities for upselling and cross-selling to drive revenue growth
• Analyze customer feedback and data to inform product and service improvements
• Implement and optimize customer success processes and best practices
• Utilize customer success software and tools to track and manage customer interactions
• Prepare and present regular reports on team performance and customer success metrics
• Ensure compliance with company policies and industry regulations

Benefits

• Competitive total compensation package
• 401k plan
• Medical, dental and vision coverage
• Wellness reimbursement
• Education reimbursement
• Flexible time off