Senior Customer Success Manager (Remote/WFH) - #33850

This is an amazing opportunity for an experienced Senior Customer Success Manager to join a company that offers Luxury Living in the Heart of Tennessee.

Company Profile:

Founded in 2019, our client is a family owned and operated vacation rental property management company focusing on premium properties in the state of Tennessee.

Avid travelers themselves, they sought to provide travelers with things they wanted when traveling. This included modern and expertly designed spaces, clean units and linens, fully stocked kitchens, and a place that felt better than home.

Fast forward to 2021. The owners have formed a team that understands their vision and is helping to accomplish it. The company seeks to provide a positive, unforgettable experience to both clients and guests through personalized interactions, high quality standards, and streamlined technology.

This is an amazing opportunity for an experienced Senior Customer Success Manager to join a company that offers Luxury Living in the Heart of Tennessee.

Overall purpose and responsibilities of the role:

We are seeking an experienced and strategic Senior Manager of Customer Success to lead our Customer Success team. The ideal candidate will have a proven track record of driving customer satisfaction, retention, and growth. The Senior Manager of Customer Success will develop and implement strategies to ensure our customers achieve their desired outcomes while maximizing the value of our products/services. This role requires a visionary leader with exceptional communication and management skills, capable of fostering a customer-centric culture within the organization.

Duties and Responsibilities:

1. Leadership and Strategy:

• Develop and execute a comprehensive customer success strategy aligned with the company’s goals and objectives.
• Lead, mentor, and manage the Customer Success team to ensure high performance and professional growth.
• Foster a customer-centric culture throughout the organization.

2. Customer Relationship Management:

• Build and maintain strong relationships with key customers, acting as an executive sponsor and trusted advisor.
• Oversee the management of customer accounts, ensuring high levels of satisfaction and loyalty.

3. Customer Success Programs:

• Design and implement customer success programs, including onboarding, training, and ongoing support.
• Develop customer success plans and health metrics to monitor and ensure customer satisfaction.

4. Performance Measurement and Reporting:

• Establish and track key performance indicators (KPIs) to measure the success of the customer success initiatives.
• Provide regular reports and insights to executive leadership on customer success metrics and outcomes.

5. Cross-Functional Collaboration:

• Collaborate with Sales, Marketing, Product, and other departments to ensure a seamless customer experience.
• Advocate for customer needs and feedback in internal meetings and strategic planning sessions.

6. Renewals and Expansion:

• Work closely with the Sales team to drive renewals, expansions, and upselling opportunities.
• Develop strategies to identify and mitigate churn risks.

7. Customer Advocacy and Feedback:

• Serve as the voice of the customer within the organization, providing insights and feedback to improve products/services.
• Establish and manage customer advisory boards and other feedback mechanisms.

Requirements

• Bachelor’s degree in Business, or a related field; MBA or advanced degree preferred.
• 4 to 7+ years of experience in customer success, account management, or a related role, with at least 3 years in a leadership position.
• Proven track record of driving customer success and achieving business targets.
• Excellent communication, interpersonal, and leadership skills.
• Strong analytical and problem-solving abilities.
• Proficiency with customer relationship management (CRM) software and other relevant tools.
• Experience in hospitality is a plus.
• Will be open to candidate from BPO, Online Travel Agency and Finance industries.

Job type: Permanent

Emp type: Monday to Friday, 9:00am to 6:00pm CST (10:00pm to 7:00am MNL)

Location: Remote/Work from home

Industry: Vacation rental property management company

Expertise: Customer Success, Client Relations, Client Success, Senior Manager/Director

Last updated on Aug 1, 2024