Manager, Customer Success

June 13

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💰 $8M Series A on 2021-10

Description

• Lead, mentor, and develop a team of Customer Success Managers • Foster a customer-centric culture within the team and across the organization • Set clear performance expectations and provide regular feedback and coaching • Support CSMs in strategic conversations such as Business Reviews, Renewal, and Expansion conversations • Develop and maintain strong, long-lasting customer relationships by understanding their business needs and objectives and thinking out of the box to execute on strategy • Ensure product adoption across customer base using health scoring metrics • Proactively address customer issues, identifying and mitigating risks to customer satisfaction and retention • Develop and implement customer success strategies that align with company goals and drive customer retention, expansion, and advocacy • Continuously evaluate and improve customer success processes, tools, and metrics • Collaborate with cross-functional teams (Sales, Marketing, Product, etc.) to ensure a seamless customer experience • Track and analyze customer success metrics to identify trends and areas for improvement • Report on team performance and customer insights to senior leadership • Maintain a deep understanding of our products and services to effectively communicate value propositions to customers • Provide feedback to the product team based on customer insights to drive product enhancements and innovation

Requirements

• 6+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position • Strong understanding of Customer Success KPIs/metrics with experience putting together complex forecasts • Strong verbal and written communication skills • Proven out of the box thinking with clear impacts on retention and expansion • Bachelor's degree in Business, Marketing, or a related field would be a plus

Benefits

• Startup Environment • Flexible working environment • Progressive commission structure and performance bonuses • Generous and flexible PTO policy • Equal employment opportunities