Wrapbook is hiring a
Senior Customer Success Team Manager, Remote - Worldwide
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Summary
The job description is for a Senior Customer Success Team Manager role at Wrapbook, a smart production payroll and accounting platform. The position is remote in the USA or Canada and involves leading a team of customer success managers, ensuring customer satisfaction, and driving customer retention and growth.
Requirements
- 5+ years of experience in a customer success leadership role, preferably in the financial technology industry
- Strong leadership and team management skills, with a track record of building and developing high-performing teams
- Exceptional interpersonal and communication skills, with the ability to engage and influence customers and stakeholders at all levels
- Strategic thinker with a deep understanding of customer success principles and best practices
- Analytical mindset, with the ability to leverage data and metrics to drive informed decision-making
- Customer-centric approach and a passion for delivering exceptional customer experiences
- Proven ability to manage multiple priorities and thrive in a fast-paced, dynamic environment
- Experience working with Gainsight and/or Salesforce preferred
- Entertainment payroll experience required
- Bachelor's degree in business, marketing, or a related field (MBA preferred)
Responsibilities
- Lead, mentor, and inspire a team of customer success managers, fostering a positive and high-performing culture
- Set clear performance expectations, provide ongoing coaching, and conduct regular performance evaluations
- Collaborate with cross-functional teams, such as Sales, Marketing, and Product, to align customer success strategies with company goals
- Develop and execute a comprehensive customer success strategy that aligns with the company's vision and objectives
- Define and measure key performance indicators (KPIs) to track customer success metrics, including customer satisfaction, retention, expansion, and advocacy
- Identify opportunities for process improvements and implement scalable strategies to enhance the overall customer experience
- Build and maintain strong relationships with key customers, serving as their trusted advisor and advocate within the organization
- Proactively engage with customers to understand their goals, challenges, and needs, and develop tailored plans to drive their success
- Monitor customer health and conduct regular business reviews to identify areas for improvement and growth
- Drive customer retention and expansion by identifying upsell and cross-sell opportunities based on customer needs and product capabilities
- Collaborate with the Sales team to develop account plans and strategies to maximize revenue from existing customers
- Work closely with the Product team to gather customer feedback and insights, and advocate for product enhancements and new features
- Proactively communicate regularly to Sr. leadership the overall health of the entire portfolio with details on each of our top ~15-20 accounts
- Cultivate a strong customer advocacy program by engaging customers as references, collecting testimonials, and facilitating case studies
- Leverage customer success stories to highlight the value and impact of our products and services
- Collaborate with Marketing to develop customer-centric content and enable Sales teams with customer success resources
Benefits
- Unlimited Paid Time Off
- Work from anywhere in Canada and USA
- Health and Dental benefits
- Up to $1500 towards IT set up for your home
- Up to 2% matching RRSP / 401K
- Learning and Development opportunities
- Up to $50 USD/ $66.50 CAD towards Internet/Cell phone service
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