Manager of Customer Success

The primary responsibility of the Manager of Customer Success is to motivate and manage a team of Customer Success Managers ensuring the defined customer success strategy is executed in a world class manner.
In addition, you will
Drive the Customer Success Management team to meet their established KPIs ensuring targets and goals are met.
Analyze data uncovered by the Customer Success Managers (along with other stored data) in order to make recommendations back to Customer Success Leadership that improve our strategy, business processes, and overall product offering.
Assist with identifying at risk accounts along with developing success plans to reduce the overall risk of churn.
Ensure the Customer Success Managers have a deep understanding of their partners business goals and objectives in order to assist our partners in reaching their desired outcome.
Assist in interviewing, hiring, and developing new Customer Success Managers.
Function as an elevated voice of the customer and provide necessary feedback as discovered by yourself and the Customer Success Management team.
Confirm that the Customer Success Managers are leveraging internal tools and applications as required.
Ensure smooth communication channels between internal stakeholders via regular reporting and info sharing (daily/weekly/quarterly reports, meetings, status updates, etc.).

Requirements

5+ years of experience working in account management, sales, or customer success/retention role in a SaaS company
3+ years of management experience, preferably management of a customer success and/or account management team
Experience working closely with C-level/SVP-level executives for customers and executing executive business reviews
Excellent verbal and written communication skills
Strong presentation skills
Excellent organization and time management skills
Comfortable working in a fast-paced environment
Strong listening skills with a thoughtful approach to addressing customer pain points
Ability to assess changing priorities/tasks quickly and with ease
Strong bias for action and collaboration and a well-developed sense of urgency
Professional and respectful demeanor in a relaxed work environment
Detail-oriented, self-starter with a proven track record of execution and results