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Senior Manager, Customer Success

Posted 3 days agoViewed

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💎 Seniority level: Senior, 5+ years

📍 Location: US, Australia, New Zealand

💸 Salary: 116000.0 - 175000.0 USD per year

🔍 Industry: Customer Engagement Software

🏢 Company: Iterable👥 501-1000💰 $200,000,000 Series E over 3 years agoArtificial Intelligence (AI)SaaSMobile AppsMarketingSoftware

⏳ Experience: 5+ years

🪄 Skills: LeadershipProblem SolvingEmpathyClient relationship managementCross-functional collaborationTechnical supportCustomer SuccessSaaS

Requirements:
  • Bachelor’s degree or equivalent experience.
  • 5+ years of experience in a B2B customer success role within a fast-paced SaaS startup.
  • 3+ years of experience in team building and management.
  • Demonstrated history of hiring and managing exceptional talent.
  • Experience in delivering complex solutions at the enterprise level.
  • Ability to manage ambiguity and apply problem-solving skills.
  • Exceptional communication and interpersonal skills.
  • Desire to teach customers about the platform.
  • Strong understanding of technical concepts and problem-solving abilities.
  • High empathy for customer needs and a drive to solve their issues.
  • Willingness to travel up to 25% of the time.
Responsibilities:
  • As a leader of Iterable’s Customer Success team, manage a team of Customer Success Managers.
  • Ensure customers are satisfied and achieve ROI from Iterable products.
  • Build meaningful relationships with internal stakeholders and customer executives.
  • Understand customer usage of the product and find ways to enhance effectiveness.
  • Conduct regular check-ins and QBRs, while monitoring client satisfaction.
  • Identify new business opportunities and develop customer retention strategies.
  • Maintain trusted advisor relationships and resolve customer issues.
  • Track and report metrics that measure team effectiveness.
  • Proactively suggest improvements to application features.
  • Collaborate with Engineering, Product, Marketing, and Sales teams.
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