Manager, Customer Success

Role Description                                        

The Manager of Customer Success reports directly to the VP of Customer Success and is responsible for guiding teams of Customer Success Managers and Analysts to maximize usage and retention of a cohort of customers. The Manager of Customer Success will build and manage a team whose primary focus is enabling customer expansion and protecting ARR, based on the value customers receive from solutions and services. The Manager contributes to building world-class Voice-of-the-Customer telemetry through NPS, At Risk, and Customer Health programs.         

The Manager of Customer Success will also carry a book-of-business for highest level engagement customers, focused on driving customer value and enabling customers’ expansion and usage of our solutions.

                                                           

Key Responsibilities                                 

·        Manage a book-of-business (renewal, annual increases) for highest engagement tier accounts, ensuring on-time renewals, meeting targeted renewal and increase targets

·        Manage a team of Customer Success Managers (CSM) and Customer Success Analysts (CSA), meeting team-based book-of-business targets for on-time renewals, retention, uplift attainment, and risk management

·        Structure team to align programs and resources to scale with customer growth

·        Materially improve renewal rates and implement structured annual increase programs           

·        Build and drive high-impact, reactive risk management programs to address immediate threats effectively                                                               

·        Build and drive high-impact, proactive risk management programs to anticipate and mitigate potential risks                                    

·        Build programs to survey and analyze customer sentiment through cross-functional feedback loops        

Build and lead cross-functional business reviews for strategic accounts, demonstrating the value, discovering expansion and identifying potential churn

Competencies                                            

·        Proactive problem solving: Ability to identify potential issues before they arise and effectively address them to mitigate risks and capitalize on opportunities                                            

·        Enterprise value orientation: Focuses on aligning individual efforts with the broader goals and values of the organization, enhancing enterprise success                                

·        Disciplined execution: Detail-oriented and organized, this leader prioritizes effectively, excels at time management, and anticipates well in decision making                                            

·        Renewals strategy and execution: Crafts value messaging, uplift strategies, risk mitigation and then ensure team will meet renewals and increase targets

·        Voice of customer: Utilizes customer feedback to guide product development and improve service

·        Risk assessment: Conducts thorough risk assessments to safeguard organizational interests                                                                                        

Qualifications                               

·        Bachelor's degree required                                     

·        3+ years with increasing leadership in Customer Success        

Travel expected: 25%             •

Last updated on Sep 13, 2024