Manager of Customer Success Team

Location: Morrisville, NC

Department: Customer Success

Type: Full Time

Min. Experience: Manager/Supervisor

Overview

The Manager of Customer Success is an integral part of our industry-leading product team and will work cross-functionally with both internal stakeholders across functions at inMotionNow and directly with our major customers and partners to ensure continued service excellence from sales to support. Reporting to the VP of Customer Success, this individual will be responsible for coaching and developing a team of 5-7 customer success managers in driving customer engagement and participating in activities to drive revenue through expansion and mitigating churn. The Manager of Customer Success will also assist in developing end-user training programs, contribute to defining success metrics as well as the overall CSM playbook, and participate in hiring activities. In addition to management responsibilities, the Manager of Customer Success will own a set of key accounts.

Key Responsibilities

Personnel Management

  • Provide vision, leadership, and guidance to Customer Success Managers; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved
  • Perform essential leadership responsibilities - meet regularly with each team member to monitor and discuss performance and personal development; identify training and development needs and create plans to implement them; continually identify staffing needs and participate in hiring processes

Client Engagement

  • Develop training and onboarding programs that result in successful implementation for our clients
  • Build trusted advisor relationships with key clients, ensuring overall satisfaction with our technology solutions
  • Directly execute enterprise-level and mid-level solution implementations
  • Act as a liaison between the Technical Product Managers and clients to share the product roadmap and how the roadmap will influence client activities
  • Monitor and facilitate our client's adoption of the solution features and functionality with an understanding of their overall business needs and implementation goals
  • Prioritize and drive resolution on escalated client issues

Project Management

  • Develop programs and processes focused on maintaining and improving our 99%+ retention
  • Implement scalable systems and processes while maintaining a high touch client experience
  • Proactively research, recommend, and implement changes to processes, workflows, and systems
  • Use various customer success tools to track account activity, uncover engagement gaps and risk, and drive plans for adoption of new features.

Qualifications

  • Passion for delivering brilliant client service and improving the way organizations work
  • A minimum of 5-7 years of relevant work experience, preferably in the SaaS or Marketing industry, successfully building and/or delivering against account health plans that include retention and upsell/cross-sell activities
  • Proven experience leading and motivating teams, including: hiring, retention and goal attainment
  • Expertise in working with large, complex accounts at the senior business level
  • Experience with advising C-level executives, especially around change management
  • Knowledge of SaaS product and platform features, capabilities, and best use
  • Proven effectiveness at leading and facilitating executive meetings and workshops
  • Exceptional analytical and problem solving skills with demonstrated ability in managing multiple priorities and/or projects and meeting deadlines
  • Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications, and automation
  • Bachelors of Arts or Bachelors of Science
  • Flexibility for travel (up to 25%)

 

 

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