Sr Manager, Customer Success
Location(s)
We are looking to hire someone based in the United States for this position.
About the Role
We’re looking for an experienced people leader to provide strategic and operational leadership for a portion of our Customer Success team that helps Tropic customers across North America, realize value in Procurement Paradise, responsible in part for protecting and growing revenue.
This role will be embedded into the Tropic Post-Sales team, reporting directly to the VP of Customer Success. This Sr. Manager of Customer Success will be responsible for leading an important function responsible for driving change management and customer adoption, building champion relationships, and developing mission-critical procurement workflows -- all to ensure customers are realizing value and growing with Tropic.
You will lead and inspire your team to help customers adopt Tropic as both a product and a new way of managing procurement and finance, such that we ensure high customer retention rates.
This person will build cross-functional strategic plans, lead meetings with senior stakeholders, and make recommendations to the VP of Customer Success all in the effort of driving Tropic software adoption and Net Dollar Retention by helping our ever-growing customer base realize the full potential of procurement paradise.
What You'll Do
- Hire, develop and lead an inclusive, engaged, collaborative team of CSMs
- Develop and execute strategies to achieve renewal revenue targets, ensuring high customer retention rates and fostering long-term relationships with key accounts
- Drive three primary metrics: increase product adoption, cultivate champion relationships, and report on customer ROI to drive revenue retention
- Make data-driven decisions to improve the Tropic customer experience, turning feedback into actionable suggestions for our post sales team, cross-functional partners and product
- Catalyze new business by partnering with Customer Marketing to increase the number of customer champions and reference-able customers
- Act as an escalation point for your CSMs and their customers -- working with the team to develop solutions to problems, drive customer alignment, and directly engage with customers
What You’ve Done
- 3+ years of experience building and managing post-sales SaaS teams responsible for customer health and revenue retention
- Experience managing and building teams in a startup environment
- A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
- Proven capability of delivering on customer health and retention goals
- Track record of operational excellence and strong interpersonal skills
- Fully aligned with Tropic’s values of: Obsess over customers, Lean into bold bets, Act like an owner, and Pull back the curtain
Compensation
Specific to pay transparency laws, the salary range starts at $140,000 and will also include additional incentive pay, incentive stock options, and benefits. The final job level and compensation will be determined by various factors such as a candidate's relevant work experience, years of relevant experience, skills, qualifications, certifications, geographic location, and other business considerations.
