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Irvine, CA, Austin, TX, San Francisco Bay Area, CA, Denver, CO, US
Hybrid
The Senior Manager, Customer Success is responsible for the overall success of our Enterprise Customers, post implementation. Responsibilities include overseeing and mentoring a team of Enterprise Customer Success Managers, who strive for retention, adoptions, and key metrics such as customer health and NPS. The Senior Manager, Customer Success will work cross-functionally with key teams such as Sales, Customer Experience, CS Operations, Support, Product and Development as the voice of the end user to support success goals.
Team Leadership:
Lead, mentor, and develop a team of customer success managers (CSMs).
Set team goals, track performance, and provide regular feedback.
Conduct performance reviews and career development planning.
Customer Relationship Management:
Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users.
Proactively identify and address customer needs and concerns.
Ensure customer satisfaction and drive customer loyalty.
Customer Success Strategy:
Develop and implement customer success strategies to drive adoption, retention, and growth.
Monitor key customer success metrics and identify areas for improvement.
Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions.
Operational Excellence:
Ensure timely and effective delivery of customer success programs and initiatives.
Manage customer success processes and tools.
Identify and implement process improvements to enhance customer experience.
Strategic Planning:
Contribute to the development of overall customer success strategy and roadmap.
Analyze customer data and insights to identify trends and opportunities.
Advocate for customer needs and feedback within the organization.
Hire, guide, and develop a team of Customer Success Managers as well as leaders/ managers
Motivate and lead team to achieve OKR's and deliver world class Gross & Net Retention result for Enterprise Customer Segment
Managing Customer Retention & Churn
Hold CSM’s accountable for team KPI’s and company OKRs.
Assist with User Groups, Webinars and User Forums.
Identify opportunities for Professional Services offered by R365, Advantage, and Radar
Managing credits requests and resolving escalated Issues.
Manage customer programs and outreach initiatives.
Manage team expense reports and time off requests.
Provide industry, accounting, and solution expertise to the entire organization.
Other duties as assigned.
QUALIFICATIONS
Bachelor's degree or equivalent, Master’s degree or relevant certification a plus
10+ years in a customer facing role in customer success, account management or related roles
A proven track record as a Senior Manager of Customer Success Managers
Experience supporting and maintaining Enterprise customers in a SAAS platform
Ability to travel 25%
Knowledgeable in all areas of a scalable, delightful customer Journey
Strong understanding of all platforms and tools used by the team and can explain them for best practice use.
Very organized, detail oriented, and analytical
Collaborative and flexible working style.
Ability to teach and coach effectively.
Efficient and timely with deadlines and deliverables.
Strong organization and time-management skills. The ability to work independently without supervision.
Salesforce experience.
PREFERRED QUALIFICATIONS
Previous Gainsight experience or other customer success management platform
Previous Monday.com experience or other project management software
