Manager of Customer Success

nWe are seeking a dynamic and experienced Manager of Customer Success Managers to lead our team of Customer Success Managers (CSMs). This role is pivotal in ensuring our customers and our customer success managers achieve their desired outcomes through the effective use of our solutions. The ideal candidate will have a strong background in customer success, excellent leadership skills, strong interpersonal skills and a passion for driving customer satisfaction and innovation. nnHOW WE’LL BE WINNING TOGETHER DAY TO DAY nnLeadership & Team Management: nnnLead, mentor, and develop a team of Customer Success Managers, fostering a culture of continuous improvement and professional growth. nnnnnnSet performance objectives, conduct regular performance reviews, and provide constructive feedback to ensure the team meets and exceeds customer success goals. nnnnnnCreate growth paths for high performers (mentoring, project based) as well as performance plans for employees who arent consistently executing on team objectives. nnnnnnDevelop and implement training programs to enhance the skills and knowledge of the CSM team. nnnnnnCollaborate with peer managers on assigned projects and objectives and create presentations for the Senior Director/Head of Customer Care. nnnnnCustomer Engagement & Satisfaction: nnnOversee the customer lifecycle to ensure successful onboarding, adoption, and retention of customers. nnnnnnAct as an escalation point for customer issues, ensuring prompt resolution and maintaining high levels of customer satisfaction. nnnnnnMonitor customer health metrics and develop strategies to address any potential risks. nnnnnStrategy & Process Improvement: nnnCollaborate with the Director of Customer Success to develop and execute strategies that drive customer success and align with business objectives. nnnnnnAnalyze customer feedback and data to identify trends, challenges, and opportunities for improvement. nnnnnnImplement and refine customer success processes, tools, and best practices to enhance team efficiency and effectiveness. nnnnnCross-functional Collaboration: nnnWork closely with Sales, Product, Marketing, and Support teams to ensure a cohesive approach to customer success. nnnnnnProvide insights and feedback to the Product team to influence product development and enhancements based on customer needs. nnCollaborate with the Sales team to support upsell and cross-sell opportunities as well as opportunities where risk may present on customer renewals. nnnnnWE SHOULD TALK IF THIS SOUNDS LIKE YOU: nnn5+ years of experience in customer success or a related field, with at least 3 years in a leadership role. nnnnnnProven track record of managing and developing high-performing teams. nnnnnnExcellent communication, interpersonal, and leadership skills. nnnnnnStrong analytical and problem-solving abilities. nnnnnnProficiency in ChurnZero and Salesforce is a benefit. nnnnnnSolid understanding of the Microsoft product suite. nnnnnnAbility to work in a fast-paced, dynamic environment and manage multiple priorities. nnnnn nn nn#Salary and compensationn No salary data published by company so we estimated salary based on similar jobs related to Senior and Sales jobs that are similar:nn $62,500 $120,000/yearn nn#Benefitsn 401(k)nn Distributed teamnn Asyncnn Vision insurancenn Dental insurancenn Medical insurancenn Unlimited vacationnn Paid time offnn 4 day workweeknn 401k matchingnn Company retreatsnn Coworking budgetnn Learning budgetnn Free gym membershipnn Mental wellness budgetnn Home office budgetnn Pay in cryptonn Pseudonymousnn Profit sharingnn Equity compensationnn No whiteboard interviewnn No monitoring systemnn No politics at worknn We hire old (and young)nn nn#LocationnChicago, Illinois, United States

Tagged as: Customer Success Manager, learning, marketing, Salesforce