Senior Manager, Customer Success Management

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Requirements:

• 7+ years of experience in customer success, account management, or related roles in a B2B SaaS environment.
• 3+ years managing a team, preferably in customer success or a similar post-sales function.
• Track Record of Driving Product Adoption
• Demonstrated success in leading initiatives to improve customer adoption, retention, and overall satisfaction.
• Deep commitment to understanding customer needs and delivering value-driven outcomes.
• Proven ability to inspire, mentor, and manage a team, fostering a high-performance and collaborative culture.
• Ability to develop and implement scalable strategies to enhance customer product adoption and satisfaction.
• Excellent verbal and written communication skills, with the ability to present compelling insights and strategies to internal and external stakeholders.
• Ability to quickly learn and understand SaaS product features and workflows and effectively guide the team and customers in their use.

Responsibilities:

• Lead and Develop the Customer Success Team - Recruit, mentor, and manage a high-performing team of Customer Success Managers (CSMs) focused on driving product adoption and delivering value to customers by helping them accomplish their business objectives.
• Drive Product Adoption and Customer Value - Develop and execute strategies to ensure customers maximize the value of the product post-onboarding, achieving critical adoption milestones.
• Establish and Monitor Success Metrics - Define KPIs and success metrics such as adoption rates, time-to-value (TTV), and Net Promoter Score (NPS), and regularly analyze and report progress.
• Build Scalable Customer Success Processes - Implement scalable frameworks, playbooks, health scores, and best practices for the CSM team to efficiently support a growing customer base.
• Collaborate Cross-Functionally - Partner closely with Account Management, Implementation, Customer Support, Product, Rev Ops & Customer Marketing teams to ensure a seamless customer journey and address any product-related challenges.
• Drive Rules of Engagement – Partner very closely with the Account Management team to ensure CSMs and Account Managers drive an optimal customer experience and work collaboratively to ensure customer business objectives are achieved which will help drive Canto’s recurring retention and expansion goals.
• Champion Customer Advocacy - Act as the voice of the customer within the organization, providing actionable feedback to Product and Marketing teams to improve the customer experience and product functionality.
• Segment and Prioritize Customer Engagements - Implement & manage a segmentation strategy to tailor engagement strategies by customer size, industry, or use case, ensuring high-impact adoption initiatives for each segment.
• Manage Escalations and Drive Resolution - Oversee customer escalations related to adoption challenges, collaborating with relevant teams to ensure timely and satisfactory resolutions.
• Develop and Deliver Customer Training Programs - Work with the team to create and deliver targeted resources, webinars, and training materials to enable customers to fully leverage the product.
• Foster a Proactive and Value-Driven Culture - Instill a proactive approach in the team, ensuring they consistently identify opportunities to deliver additional value to customers and align efforts with the customers’ business goals.