Manager, Customer Success

Who is Signpost?

Thousands of home service pros and small business owners depend on Signpost to improve their online reputation and manage communications with prospects and customers – from lead, to job, to repeat business. Signpost is growing, and we’re looking for an experienced, high energy customer success leader to join our team!

As Manager, Customer Success you will have the opportunity to significantly contribute to the success of our company by managing an amazing group of Customer Success Managers (CSMs). This role is critical to delivering a value driven, high quality, meaningful customer experience that results in high retention and demand for additional products and services. 

We prefer someone who can work out of our Denver, Colorado office (once we’re back in the office).  We’re also open to a ‘part-time’ remote role (where we would expect you to be in the office at least once a quarter).

Key Responsibilities:

• Manage team performance to meet Key Performance Indicators (KPIs) including MRR, expansion, and team productivity 
• Participate in the Senior Leadership Team; understand the strategic direction of the company and develop tactical plans for the CSM Team that will enable Signpost to achieve our business objectives
• Clearly understand and articulate Signpost’s value proposition and differentiation; maintain Subject Matter Expertise on Signpost’s products and services
• Hire, train, coach, mentor, and develop Customer Success Managers 
• Manage capacity planning to ensure appropriate staffing levels while scaling the team
• Engage in critical thinking and continuous process improvement as new challenges are identified to ensure a positive customer experience and effective resource utilization
• Collaborate and build positive relationships with cross functional teams – sales, support, onboarding, training, sales, product, marketing and finance
• Represent the voice of the customer; advocate for product changes that positively impact customer outcomes and the customer experience

Who are you?

• Possess 3+ years progressive experience in a Customer Success role in a B2B SaaS subscription based environment
• Results driven; you hold yourself and your team accountable to goals/metrics
• Confident managing a high performing team of Customer Success Managers with experience in people management / coaching; passionate about developing talent and mentoring others to grow in their careers
• Customer-centric with a customer-first mindset and approach to all interactions 
• Knowledgeable and familiar with a “one to many” customer success model or experience with a proactive SMB customer success support model preferred
• High energy and motivational leader; creates a positive, collaborative and fun environment built on trust and transparency
• Adaptable; you can easily adjust to shifting priorities and rapid change
• Curious and creative with a relentless drive to solve challenges
• Knowledge of NPS/CSAT
• Proficient with Microsoft Office Suite (Word, Excel, and PowerPoint) and Google Workspace Suite (docs, sheets, slides, and forms)
• Experience with Truly or similar phone system, Slack, Freshdesk, and Gainsight preferred
• BS/BA degree or equivalent 

What are salary and benefits?

• The Manager, Customer Success role has an annual starting salary of $90,000 plus a competitive equity package and incredible benefits
• Flexible PTO Policy
• We believe a healthy employee is a happy employee! Signpost offers competitive health, dental, and vision benefits for both employees and their dependents
• 401k program
• Once we’re back in the office, monthly lunches, happy hours, office outings and an incredible team that wins!