Senior Manager, Customer Success

It's with that passion in mind that Beyond is looking to add a Senior Manager, Customer Success to our growing team. Reporting to the VP, Customer Experience, you’ll have the opportunity to lead a team that is focused on our highest-value North American customers. Your focus will be on retaining, growing, and delighting this large customer base through your Customer Success Managers. As the Stays industry evolves and converges around us, so too do the needs of our Short Term Rental Property Managers, and this person plays a massive role in ensuring that they - and we - thrive in this environment.

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As the Senior Manager, Customer Success, you’ll be responsible for:

• Building and leading a high-performing team responsible for identifying upsell opportunities and driving customer renewals Managing and motivating our Customer Success team to achieve KPIs, company OKRs, and other performance metrics.
• Owning and managing renewal pipeline and upsell forecast through strategic decision making to ensure success of direct reports
• Managing client escalations and contract negotiations; monitor these clients along with CSM’s to ensure the client continues to stay positively engaged
• Maintaining regularly scheduled 1:1 meetings with each Customer Success team member and provide coaching and development feedback
• Developing and coaching the team around cross-selling identfication tactics to expand relationships and widen the value that Beyond delivers to customers
• Ensuring each team member has a manageable workload and reallocate resources as necessary
• Hiring and training new Customer Success Team members
• Inspiring and unifying the team around our mission of helping property managers succeed with a positive experience using Beyond Pricing

So what kind of person are we looking for in this role? The person who will be successful in this role will be:

• A self-starter: you are motivated and comfortable wearing multiple hats and 
• Agile: you thrive in a fast-paced environment and are able to think on your feet. 
• Data-driven: you’re comfortable with data and leverage it to make strategic decisions
• Collaborative: you enjoy working with colleagues and customers alike and are able to communicate clearly and effectively with different audiences

Now that we’ve told  you what the job looks like, here are the qualifications we’re looking for in a candidate:

• 3 - 5 years of experience working in Customer Success, preferably in SaaS
• At least three (3) years of experience managing a Customer Success team
• Solid understanding of Customer Success best-practices
• Creative and analytical thinker with strong problem-solving skills
• Experience with writing and organizing customer-facing help documentation
• Exceptional verbal and written communication skills with the ability to communicate effectively at all levels
• Ability to juggle multiple initiatives/projects with a relentless focus on driving the right outcomes for Beyond Pricing and our customers.
• Detailed-oriented and process-driven professional
• Highly motivated, driven self-starter.

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Interview with our Chief Executive Officer
• Interview with other members of our Customer Experience management team
• Interview with our CTO/Co-founder

We are passionate about cultivating a diverse team so if you think you have what it takes but don't necessarily meet every point on the job description, please apply anyway!

Last updated on Aug 23, 2024