Customer Success Manager
hace 18 horas
Descripción del trabajo We are looking for a very hands‑on Customer Success Manager who will set the overall vision and strategic plan for the Customer Success Team. Through project management of problem resolution and customer management strategies, reduce churn and drive new business growth through greater customer advocacy and net retention improvements. This role is focused on customer success management and is not a technical support‑related role. Key Duties Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate Guide and support each team member in resolution of daily issues and provide daily guidance Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization Build and lead world‑class team: Recruit and develop a high‑performing team Develop company‑wide customer success motion integrating processes, content and data to/from stakeholder organizations (e.g., Technical Support, Installations, Marketing, Sales, Product, etc) Coach and monitor Customer Success Team on best industry practices Focus on optimizing retention and revenue and creating more opportunities for CSRs to increase MRR, lead the CSR team in effective opportunity work, tracking and pipeline accuracy Lead bi‑weekly financial report for existing business, to prevent, identify and drive the proactive action of Drive operational practices to track performance Set the overall vision and strategic plan for the Customer Success Department Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores Implement and monitor key metrics for customer success, including customer onboarding Work closely with EVP of Sales and North American Sales Operations Manager to align on strategies, renewal forecasting, account opportunities and risks and churn Requirements 5+ years experience in leading customer‑facing teams in a SaaS environment. Ideally combined background of post‑sale, sales experience, B2B Account Management / Customer Service / Customer Success. Deep understanding of value drivers in recurring revenue business models. High level of enthusiasm, initiative, commitment and professionalism. Ability to manage through influence, persuasion, negotiation, and consensus building. Ability to collect complex requirements and work with the GFM team to design resolutions and work plans with existing accounts. Is customer obsessed and finding ways to delight our customers throughout the entire journey. Understanding of key metrics for each customer life cycle such as support, onboarding, retention, upsell etc. Strong empathy for customers PLUS a passion for revenue and growth. Demonstrated ability and passion for building and leading teams toward common goals. Job Types Full‑time, Permanent Salary $25,****** - $28,****** per year Experience Customer Success: 5 years (required) Language English (required) #J-18808-Ljbffr
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