MGR CUSTOMER SUCCESS

The Role

The Manager, Customer Success will lead a team of Customer Success professionals.  You will be part of the Customer Success organization responsible for protecting, nurturing and growing customers relationships.

The Main Responsibilities

• Leads and develops teams focused on Customer Success management
• Accountable for customer, product and revenue retention, product adoption and revenue expansion.  
• Leverage data to help team understand customer health, risks and opportunities
• Encourages and directs innovative thinking.
• Partner closely with Sales Acquisition team on strategic account and acquisition initiatives.
• Implement best practice and solutions to channel’s business and customer needs by promoting a common vision and focus to serve the customer.
• Drive consistency throughout day-to-day tactical operations: standards, tools, best practices, process knowledge and communication.
• Develop and build strategic internal and external relationships to facilitate customer growth.
• Accountable for business performance by monitoring and achieving KPIs.
• Manage organization of dedicated field Customer Success professionals and support for our Insert Segment/Region US customers responsible for managing customer success activities such as:
  • Onboarding
  • Creating customer success plans
  • Customer advocacy
  • Ensuring product adoption and value realization
  • Identify upsell and cross sell opportunities to partner with sales for revenue
  • Resolve customer dissatisfaction
  • Revenue management activities e.g. churn, credits, rerates, payment terms

Leadership:

• Ensure positive on-boarding experience for new hires (tools, training, resources, etc) and drive optimal ramp time to full productivity.
• A change agent leader who will build a strong customer success team to drive a compelling focus on net revenue growth.
• Recruit, mentor, and develop customer success team
• A customer-first leader with the ability to drive our company culture and values and with a passion to help our customers be successful and drive positive employee engagement. 
• Clearly articulate the CS vision and strategy across your team and the sales ecosystem.

What We Look For in a Candidate

• 6+ years of related customer-facing client services experience.
• Experience in a technology customer-facing environment supporting technology customers.
• Ability to manage influence through persuasion, negotiation, and consensus building internally and with customers
• Excellent communication skills
• Ability to identify common needs and issues across the organization.

Preferred Qualifications:

• More than 7+ years of applicable experience.
• Bachelor’s degree in business or related field
   

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.