We are seeking a dynamic and experienced Manager of Customer Success Managers to lead our team of Customer Success Managers (CSMs). This role is pivotal in ensuring our customers and our customer success managers achieve their desired outcomes through the effective use of our solutions. The ideal candidate will have a strong background in customer success, excellent leadership skills, strong interpersonal skills and a passion for driving customer satisfaction and innovation.
HOW WE'LL BE WINNING TOGETHER DAY TO DAY
Leadership & Team Management:
- Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of continuous improvement and professional growth.
- Set performance objectives, conduct regular performance reviews, and provide constructive feedback to ensure the team meets and exceeds customer success goals.
- Create growth paths for high performers (mentoring, project based) as well as performance plans for employees who aren’t consistently executing on team objectives.
- Develop and implement training programs to enhance the skills and knowledge of the CSM team.
- Collaborate with peer managers on assigned projects and objectives and create presentations for the Senior Director/Head of Customer Care.
Customer Engagement & Satisfaction:
- Oversee the customer lifecycle to ensure successful onboarding, adoption, and retention of customers.
- Act as an escalation point for customer issues, ensuring prompt resolution and maintaining high levels of customer satisfaction.
- Monitor customer health metrics and develop strategies to address any potential risks.
Strategy & Process Improvement:
- Collaborate with the Director of Customer Success to develop and execute strategies that drive customer success and align with business objectives.
- Analyze customer feedback and data to identify trends, challenges, and opportunities for improvement.
- Implement and refine customer success processes, tools, and best practices to enhance team efficiency and effectiveness.
Cross-functional Collaboration:
- Work closely with Sales, Product, Marketing, and Support teams to ensure a cohesive approach to customer success.
- Provide insights and feedback to the Product team to influence product development and enhancements based on customer needs.
- Collaborate with the Sales team to support upsell and cross-sell opportunities as well as opportunities where risk may present on customer renewals.
WE SHOULD TALK IF THIS SOUNDS LIKE YOU:
- 5+ years of experience in customer success or a related field, with at least 3 years in a leadership role.
- Proven track record of managing and developing high-performing teams.
- Excellent communication, interpersonal, and leadership skills.
- Strong analytical and problem-solving abilities.
- Proficiency in ChurnZero and Salesforce is a benefit.
- Solid understanding of the Microsoft product suite.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.