Manager, Customer Success

OUTCOMES

• Team Management
• Manage, develop and inspire a world-class team of Customer Success professionals.
• Own operational responsibilities for designated team: proactively monitor net retention key performance indicators and report on customer health and metrics, help administer Customer Success platform and delegate and assign customers.
• Run team huddles, host trainings and manage escalations. 
• Own the CSM onboarding plan and facilitate onboarding for new hires. 
• Guide your team to enable customers to achieve their desired business outcomes.
• Address roadblocks to individual, team and company success.
• Shape, iterate, and scale our Customer Success strategy, taking initiative to improve the team’s practices, tools, and content.
• Inspire Customer Success across the company.


• People Management
• Conduct all Best-Self Management practices according to schedule: Best-Self Kickoff, Strength’s Discovery, OKR setting, weekly 15Fives, regular 1:1s, Best-Self Reviews, High Fives, etc.
• Consistently meet Manager Expectations and Metrics
• Develop departmental/team and individual OKRs/goals that align with team and company goals 
• Support direct reports in setting, tracking and achievement of their individual OKRs, goals, metrics
• Provide regular, consistent feedback to your team to support short-term and high-impact goals and values alignment
• Check in with your team weekly to proactively review progress, accountability, and metrics
• Seek regular feedback from teammates and leadership 
• Seek out ongoing learning and development opportunities to develop expertise and grow professionally and personally for you and your direct reports 
• Evangelize and role model company values, Senior Leadership Team messaging, company policies/guidelines, tool and process usage, and Best-Self Management practices

WHAT YOU’LL BRING

• 5+ years of experience with Customer Success, Account Management and/or other client-facing role in a SaaS environment
• 1+ years in team lead or management level role with demonstrated proficiency and results
• An impressive track record of developing revenue within an account and building trusted  relationships with key stakeholders
• Strong capability to lead internal change management initiatives  
• Proven ability to collaborate with and influence cross-functional teams and departments 
• Commitment to continuous learning, growth, and development 
• Exceptional listening, communication and presentation skills
• Experience with Salesforce.com and Salesforce.com integrated products

COMPETENCIES

• Business Acumen: Adopting a business perspective when assessing situations and making decisions with the ability to understand how decisions will impact internal business metrics or a customer achieving their objectives.
• Maturity: The ability to handle various types of business and professional situations in a virtuous, dignified, and responsible manner, taking responsibility for the outcomes whether good or bad.
• Problem-solving: Having an appetite and thirst for problem solving. Understanding, untangling and ultimately helping to solve complex problems. Becoming comfortable "quarterbacking" and driving understanding results towards a solution.
• Ensures Accountability: No excuses. Accountable and positive, even in difficult conditions. Able to get results through others. 
• Optimizing Diverse Talent: Ability to attract and retain diverse, top talent. Developing team through direct conversations, call reviews, situational experiences, etc.
• Leadership Behaviors: Excelling at communication and building relationships build on trust. Developing an opinion and arguing persuasively without being defensive or combative.
• Growth-minded: Embrace coaching and being able to apply feedback immediately to improve performance and evolve personally and professionally.