Remote Manager, Customer Success Management
Sift
πRemote - United States
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Job highlights
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
- Bachelorβs 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
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