Why is remote work so nice? Let's try to see!
Apply
Manager, Customer Success (Channel & Enterprise)
Posted 9 days agoViewed
💎 Seniority level: Manager
🔍 Industry: Software Development
🏢 Company: Appfire Technologies, LLC.
🗣️ Languages: English
Requirements:
- Experience working within the Atlassian ecosystem (or similar), especially with and through a partner/channel ecosystem, is a major plus.
- Proven experience building and scaling a Customer Success organization from the ground up in a high-growth SaaS environment.
- Demonstrated ability to develop and execute a Customer Success playbook that drives business outcomes, including retention, expansion, and customer satisfaction while working with channel partners.
- Data-driven mindset, with a strong ability to leverage analytics to inform decisions and optimize processes.
- Extensive experience partnering cross-functionally to align with Channel, Product, and Marketing teams on company initiatives and to drive a cohesive customer strategy.
- Experience managing and mentoring a Customer Success team, including a global enterprise-level customer base.
- Familiarity with technical migrations (Cloud and version migrations)
Responsibilities:
- Manage, mentor, and grow a team of CSMs who support our most strategic customers and work with our Channel teams.
- Ensure CSMs are executing success strategies, co-creating plans with customers and channel partners, and driving measurable results in app adoption, retention, and expansion.
- Support escalations, remove blockers, and maintain strong executive relationships to ensure customer satisfaction and success; ensuring our solutions meet their complex needs and deliver tangible value.
- Implement and improve scalable CS processes, tooling, and playbooks for delivering a consistent and high-impact customer experience.
- Work closely with Channel, Product, and Marketing teams to bring a unified approach to customer success and expansion.
- Monitor team KPIs and customer health metrics (NRR, adoption, risk signals) to inform team actions and strategies.
- Foster a culture of continuous improvement, ensuring that the Customer Success team stays ahead of industry best practices and evolving customer expectations.
- Help forecast team capacity, track performance, and contribute to team hiring and onboarding as we scale.
Related Jobs
Apply
🔥 Manager, Customer Success (Channel & Enterprise) - (Remote - US)
Posted 5 days ago
📍 United States
🏢 Company: Jobgether👥 11-50💰 $1,493,585 Seed about 2 years agoInternet
- Extensive experience working within the Channel ecosystem, especially with or through a partner ecosystem, ideally in the Atlassian or similar environments.
- Proven track record of building and scaling a Customer Success team in a high-growth SaaS setting.
- Strong ability to develop and execute customer success playbooks that drive retention, satisfaction, and expansion, while managing channel relationships.
- Data-driven mindset, with proficiency in leveraging analytics to inform decisions and optimize processes.
- Demonstrated leadership in coaching, mentoring, and developing a high-performing global team.
- Familiarity with technical migrations, including Cloud and version migrations, is a plus.
- Excellent communication skills and ability to work cross-functionally in remote or hybrid environments.
- Lead, coach, and mentor a team of CSMs focused on strategic enterprise accounts and channel teams.
- Drive customer success strategies that deliver measurable outcomes, including adoption, retention, and expansion.
- Support customer engagement by handling escalations and maintaining strong executive relationships to ensure customer satisfaction.
- Build and implement scalable customer success processes, tools, and playbooks to ensure a high-impact, consistent customer experience.
- Work cross-functionally with Channel, Product, and Marketing teams to drive a unified customer strategy.
- Use data-driven insights to monitor KPIs and customer health metrics, optimizing strategies to drive better customer outcomes.
LeadershipData AnalysisPeople ManagementCross-functional Team LeadershipCommunication SkillsAnalytical SkillsAgile methodologiesMentoringCoachingRelationship buildingProblem-solving skillsAccount ManagementClient relationship managementData visualizationStakeholder managementCustomer SuccessSaaS
Posted 5 days ago
ApplyRelated Articles
Posted 7 months ago
Insights into the evolving landscape of remote work in 2024 reveal the importance of certifications and continuous learning. This article breaks down emerging trends, sought-after certifications, and provides practical solutions for enhancing your employability and expertise. What skills will be essential for remote job seekers, and how can you navigate this dynamic market to secure your dream role?
Posted 8 months ago
Explore the challenges and strategies of maintaining work-life balance while working remotely. Learn about unique aspects of remote work, associated challenges, historical context, and effective strategies to separate work and personal life.
Posted 8 months ago
Google is gearing up to expand its remote job listings, promising more opportunities across various departments and regions. Find out how this move can benefit job seekers and impact the market.
Posted 8 months ago
Learn about the importance of pre-onboarding preparation for remote employees, including checklist creation, documentation, tools and equipment setup, communication plans, and feedback strategies. Discover how proactive pre-onboarding can enhance job performance, increase retention rates, and foster a sense of belonging from day one.