Manager
Full Time
Job Description
- Lead 3-5 Customer Success Associates focused on driving onboarding, adoption, retention & growth through a combination of technology, one-to-many programs, and 1:1 engagement.
- Lead 1-2 scaled programs that serve our scaled segments.
- Partner with our leadership team, Operations and IT teams to deploy technology and automation to drive efficiencies.
- Generate data driven hypotheses, experiment, amplify results to meet retention and expansion goals in your handled BoB.
- Articulate insights and strategy to SMB leadership.
- Build and champion a team environment that is customer-centric and encourages innovation
- Be a resource to the team on customer service industry trends so that you can participate in customer executive engagement with our high-growth or at risk customers
Required Knowledge, Skills, and Abilities
- Passionate and knowledgeable about best-practices in customer experience from direct experiences and through industry peers.
- A global approach and compassion for businesses and the challenges their customer support teams and administrators face.
- Comfortable working across the spectrum: from C-level, business owners, and Managers to set strategy, through to front-line contributors who might be early in their career.
- Flourish with achieving goals and being responsible for a book of business; encouraging the team and holding them accountable to outcomes and retaining and growing their customers.
- Lead by example and help your talent grow in depth and breadth of skill.
- Encouraging their team's passion and enabling them to tackle increasingly important roles.
- Influence key partners within the region across sales, marketing, and support.
- Prefer a fast-paced, high-growth learning environment.
- Able to innovate in rapid cycles and test solutions to learn what works, then feed insights into a long-term foundation to help drive scale.
- Quick learner with new programs and software; knowledge of the product, Gainsight workflow automation (or comparable).
- Prior experience in scaled & low to medium touch customer success (ideally in small business & start-ups space)
- Prior mentorship/coaching experience
- Track record of success in Customer Success Management, preferably within B2B SaaS.
- Track record of achieving results by encouraging the team and crafting high-levels of accountability.
- A customer-focused attitude and passion for customers' success with the ability to balance the needs of the customer with those of the business.
- Experience operationalizing Customer Success through analytics-driven programs, systems and playbooks.
- Enthusiastic about technology with proven technical skill; experience at a SaaS company is ideal.
- A focused approach to meeting and exceeding churn/contraction, renewals, and net expansion goals and how best to incentivize the team.
- Strong project management skills and an ability to multitask without getting frazzled.
- Love for collaboration and commitment to building an outstanding global customer experience together.
Reference no: 91149