Senior Manager, Customer Success

Summary

Join Iterable's Customer Success team as a leader, managing a team of Customer Success Managers to ensure customer happiness and increased ROI. You will build strong relationships with internal stakeholders and customer executives, identifying opportunities for retention and growth. This role requires strong leadership and relationship-building skills, experience in a B2B SaaS environment, and the ability to navigate large organizations. You will develop and implement customer success strategies, manage your team, and collaborate with other departments. Iterable offers a competitive salary, benefits, and a positive work environment.

Requirements

• Bachelor’s degree or equivalent experience
• 5+ years of experience in a B2B customer success role with a fast-paced SaaS startup
• 3+ years of team building and management experience
• Demonstrated history of hiring and managing phenomenal talent
• You are a leader with deep experience in delivering complex solutions at the enterprise level
• Demonstrated ability to manage ambiguity and apply problem-solving skills
• Exceptional communication and interpersonal skills
• Desire to teach new customers about the platform
• Strong ability to understand technical concepts and problem solve
• Very strong empathy for the customer and drive to solve the problems they may face
• Willingness to travel up to 25% of the time

Responsibilities

• Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
• Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
• Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
• Maintain a trusted advisor relationship with each assigned client
• Be on the front lines of solving any issues our customers may face
• Build, manage and motivate a highly effective Customer Success team
• Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission
• Proactively identify changes we can make to our application to make our customers' lives easier
• Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
• Develop a Customer Success strategy which can be scaled for the company's growth
• Responsible for department management including staffing, training, performance management and career development of associates
• Create training materials and workshops to facilitate knowledge sharing and best practices
• Work with the Support team to resolve any tickets or issues faced by your customers

Preferred Qualifications

• Experience with email marketing, push or SMS software
• Familiarity with technologies like APIs, HTML, CSS, and Javascript

Benefits

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Pre-tax commuter benefits
• Complete laptop workstation