Customer Success Team Manager

October 19

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HealthTech • GovTech • Continuing Education

201 - 500

Description

• The Customer Success Team Manager is responsible for the day-to-day management and operational success of a team of Customer Success Managers (CSMs). • Focused on ensuring that the team meets performance goals, resolves client issues efficiently, and maintains high levels of customer satisfaction. • Collaborates closely with the Operations Lead to optimize workflows and processes, ensuring alignment with broader company objectives. • Directly manage a team of Customer Success Managers, providing ongoing coaching, setting expectations, and evaluating performance to ensure individual and team success. • Oversee the day-to-day activities of the Customer Success team, ensuring that tasks are prioritized effectively and that client issues are resolved swiftly and satisfactorily. • Primary point of escalation for complex or high-priority client issues within the team. • Track and report on key performance indicators (KPIs) for the team, providing regular updates. • Partner closely with the Operations Lead to streamline processes. • Recruit, mentor, and develop Customer Success Managers, focusing on skill enhancement and professional growth. • Continuously evaluate and refine team processes, tools, and technologies to improve operational efficiency.

Requirements

• Bachelor’s degree or equivalent relevant experience preferred. • 7+ years of experience in customer success, account management, or related roles, with at least 3 years in a team management capacity, preferably in the healthcare technology industry. • Proven ability to manage and motivate a team, driving high performance and customer satisfaction. • Strong collaboration skills, particularly in working with cross-functional teams and operational partners. • Exceptional communication skills, with experience managing client relationships and resolving complex issues. • Highly organized and detail-oriented, with strong problem-solving and decision-making abilities. • Proficiency with CRM platforms and customer success software. • Travel up to 10% of time may be required • Experience in Healthcare IT is preferred.

Benefits

• Awarded one of BuiltIn's 2023 Best Place to Work and 7 years running by Outside Magazine!• Professional development allowance to help you grow in the ways that mean the most to you.• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering and for becoming a new parent.• 401K with company matching, as well as financial planning education and resources.• Employees choose from HSA, FSA and traditional insurance options for medical, dental, and vision coverage for themselves and dependents. • Wellness benefits - we’ll help you pay for fitness endeavors and organic produce delivery services.