Manager, Independent Customer Success
New
P
PetDeskVeterinary technology
United States; RemoteFull-TimeManager
Salary$106,000 - $112,000 a year; In addition to the base pay, this role is eligible for a performance-based bonus tied to achieving specific, predetermined KPIs and individual performance goals.
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Job Details
- Experience
- 5+ years of experience in Customer Success, Account Management or a similar customer-facing role, with 2+ years managing or formally leading a team
- Required Skills
- SalesforceCustomer SuccessAccount Management
Requirements
- Have 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role.
- Have 2+ years of experience managing or formally leading a team.
- Have experience leading both high-touch named-book and scaled or digital pooled Customer Success models.
- Demonstrate a record of reducing churn and downgrades, running save plays, and improving retention and NRR.
- Have experience hiring, onboarding, and ramping Customer Success team members.
- Use health scores, usage data, and dashboards to prioritize activity and identify risk.
- Be organized and process-minded, and able to manage people, priorities, and volume through systems and consistent operating rhythms.
- Have experience with ChurnZero or a comparable Customer Success platform.
- Have experience with Salesforce or a similar CRM.
- Be able to travel up to 25%.
Responsibilities
- Manage, coach, and develop a team of 7 CSMs through 1:1s, call and play reviews, performance feedback, goal setting, and development plans.
- Hire, onboard, and ramp new CSMs against 3-, 6-, and 12-month outcomes, and review performance profiles quarterly.
- Run named and pooled customer success models day to day, ensuring accounts are assigned to the right model and segment and transferred with clean handoffs.
- Balance named account books across CSMs and plan PTO coverage to maintain response-time targets.
- Monitor pooled queue prioritization, response times, aging accounts, and escalations.
- Ensure named CSMs deliver Success Plans and Business Reviews, and pooled CSMs run ChurnZero plays and one-to-many programs.
- Own churn and downgrade results, monitor account health and risk, and develop mitigation plans.
- Act as the team's escalation point and partner with Support, Product, and Implementation to resolve customer issues.
- Report weekly to the Director of Customer Success on team activity, retention, saves, queue health, adoption, and NRR.
- Improve plays, workflows, and team practices using customer and performance data.
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