Remote Manager, Customer Success Management

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Sift

πŸ“Remote - United States

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

  • 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

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