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Sr. Manager of Customer Success

Job Title
Sr. Manager of Customer Success
Job ID
Detroit,  MI
Other Location
As a Senior Manager of Customer Success, you will lead a team of up to 12 Customer Success
Managers (CSMs) whose focus is ensuring high customer satisfaction, revenue retention, and
develop expansion opportunities. Using your extensive experience in customer success, you
will collaborate with other CSM managers, peers, and team members to develop, plan, execute,
and measure the effectiveness of key Customer Success and product initiatives. You
will also coach and mentor your team of CSMs to ensure they are successful and
growing professionally. Finally, you will also develop strategic relationships, serve as an
escalation point, and be company sponsor to some of our most strategic accounts.

Responsibilities and Duties
▪ Directly manage a team of CSMs, including but not limited to hiring, managing performance, communicating expectations, developing individual and team goals, and problem resolution to ensure high employee retention and satisfaction.
▪ Coach and mentor your team of CSMs via the existing training and on[1]boarding program, while being able to contribute any necessary enhancements to those existing programs.
▪ Host team and individual meetings, shadow customer meetings, and conducting performance reviews (12-month cadence)
▪ Get to know the core values of our organization, and then build and coach those on your team to embody those same values.
▪ Contribute to the development, continuous improvement, and enablement of the CSMs on current CSM programs, processes, and policies, such as customer journey mapping, success planning outline, strategic business reviews, measuring adoption, activity tracking, reporting, and growth (via QSO’s or Qualified Sales Opportunities) on a local and global scale.
▪ Will need to understand, speak to, provide recommendations to improve, and be accountable for meeting and exceeding our key performance metrics, including but not limited: to renewal rates, customer churn (and why), QSO’s, product adoption, customer satisfaction, and customer health.
▪ Collaborate with other teams (Technical Product Specialists, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes, ensure excellent customer experience is being delivered.
▪ Develop strong relationships with Service Delivery Managers and Account Executives to position our product early in their sales cycles and be able to articulate the value of it to their customers.
▪ Work with the Sales team and customers to gather feedback on customer engagements, unmet needs, missed opportunities and incorporate learnings into program and process improvements.
▪ Incorporate the feedback received from your CSM team to ensure there’s a continuous feedback loop around process, programs, etc.
▪ Coordinate with Product Specialist Managers to regularly report on our product KPIs, lessons learned, and ongoing development of customer success stories.
▪ Be a first point-of-escalation for CSMs and customers when supporting at[1]risk or high-profile customers to ensure high customer satisfaction and retention.
▪ Be able to address unforeseen issues by acting as a strong tactical decision[1]maker with not only your team, but certain process and procedures that exist today or that are developed as we continue forward.
▪ Help in the establishment of operational objectives, policies, or procedures that are developed for the CSM team as we continue to scale.
▪ This person will need to possess the thought leadership to help build out additional programs that the CSM’s will need to execute on.
▪ This person will be expected to think beyond (bigger than) the needs of your team or the Customer Success organization and give thoughtful insight/direction in programs and/or processes that may have a greater impact on the organization as a whole.

Qualifications and Skills
▪ Bachelor’s degree or equivalent experience
▪ Demonstrated experience leading customer success managers, account management or sales teams with team sizes of 8+ people
▪ 8+ years of Customer Success and/or Account Management experience, preferably in a technology-oriented, SaaS-related business.
▪ Proven experience leading teams or strategic initiatives with quantifiable results
▪ Proven track record of achieving high renewal rates (90%+)
▪ Clearly knows when to delegate and when to take charge when working with both individuals and in a team setting
▪ Track record of driving the strategy and success of larger projects which may have contributed to multiple areas of the organization.
▪ History of working with other organizational leadership towards a common company goal(s).
▪ Experience working together with internal teams such as Sales, Support, and Services to plan and execute projects
▪ Has managed activities for an entire department and/or may have experience managing a group of CSM team leads.
▪ Exceptional written and verbal communication skills
▪ Excellent presentation skills, including mastery of PowerPoint and public speaking
▪ Experience delivering these different customer facing presentations
▪ Excellent relationship building skills, in particular senior (C-levels) executives
▪ Exudes a confident, comfortable, and assertive presence when working with these executive level customer contacts.
▪ Demonstrates success in partnering with other groups within an organization to put together best practices ensuring a united front to the customer
▪ This person should possess strong management and leadership skills
▪ Ability to lead a diverse team of individuals
▪ Ability to inspire and motivate leaders and teams via communication and other interpersonal skills
▪ Results and data driven
▪ Foster teamwork and collaboration
▪ Can provide and incorporates feedback

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