Job Description

The Manager of Customer Success leads and inspires the Customer Success team, championing an exceptional customer lifecycle experience. This role focuses on maximizing customer lifetime value through retention, owning the "voice of customer," and ensuring high levels of customer success and product adoption.

Responsibilities

• Supervise Implementation Advisors/Customer Care Representatives
• Manage employee recruitment, training, and performance
• Develop proactive customer success approaches
• Lead voice of the customer processes
• Conduct performance conversations and coaching
• Drive operational excellence through data analysis
• Monitor and improve renewal/retention rates
• Manage enterprise accounts
• Execute customer journey touchpoints
• Coach team on best practices
• Provide knowledge growth opportunities
• Collaborate with cross-functional teams
• Manage customer complaints and CSAT
• Build SOPs, Playbooks and KPIs
• Build implementation roadmaps
• Serve as escalation point for critical issues
• Leverage analytics to optimize processes

Requirements

• Bachelor’s degree or equivalent experience
• 7+ years of experience leading customer-facing SaaS teams
• 3+ years managing technical, customer-facing teams of 12+
• Project management skills
• Results-driven leadership
• Strong collaboration and communication skills
• Data-driven problem solving
• Basic computer and Excel skills
• Experience with CRM, CS, and workflow tools
• Strong analytical and process-building skills
• Track record of coaching high-performance teams

Benefits

• No benefits