Manager, Customer Success

Posted about 1 month agoViewed

💎 Seniority level: Manager

📍 Location: United States

💸 Salary: 100000.0 - 110000.0 USD per year

🔍 Industry: Software Development

🏢 Company: Shopmonkey👥 101-250💰 $75,000,000 Series C over 3 years agoAutomotive SaaS Information Technology Cloud Management Software

🗣️ Languages: English

🪄 Skills: LeadershipData AnalysisPeople ManagementProduct ManagementCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCustomer serviceMentoringAccount ManagementTrainingRelationship managementTeam managementStrategic thinkingProcess improvementCRMData analyticsCustomer supportCustomer SuccessSaaS

Requirements:

Experience managing SMB customer segments in a high-touch or tech-touch model.
Strong understanding of round-robin account distribution and workload balancing.
Proven ability to build, mentor, and scale high-performing teams.
Excellent communication and relationship-building skills.
Analytical mindset with experience using data to drive strategy and decision-making.
Ability to thrive in a fast-paced, growth-oriented environment.

Responsibilities:

Lead and mentor a team of SMB Customer Success Managers (CSMs) operating under a round-robin account assignment structure, aka the Pooled Team.
Develop and refine processes to ensure fair and efficient account distribution, maximizing customer engagement and success.
Drive key customer success engagement metrics, including retention, expansion, and customer satisfaction.
Implement scalable strategies to support a large number of SMB customers with varying needs.
Collaborate with Sales leaders, Product Managers, and Support leaders to ensure a seamless customer journey and provide a positive customer experience.
Leverage data and analytics to track team performance, customer health, and engagement strategies.
Develop training programs and career growth plans for the Customer Success team.
Advocate for customer needs internally, influencing product roadmap and service improvements.
Prepare a 30, 60, 90-day plan outlining key milestones, strategies, and goals for onboarding and team development.

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