Customer Success, Senior Manager
New
H
Hack The BoxCybersecurity SaaS
Location: US
Fully remoteFull-TimeManager
SalaryUSD 120,000-170,000 + 20% performance bonus
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Job Details
- Experience
- 5+ of experience leading enterprise customer success teams in a B2B SaaS company
- Required Skills
- TableauHubSpotData analytics
Requirements
- Have 5+ years of experience leading enterprise customer success teams in a B2B SaaS company.
- Coach Customer Success teams to lead value-based client conversations, support their success, and provide developmental feedback.
- Demonstrate an entrepreneurial approach and tolerance for ambiguity and complexity.
- Work efficiently with limited resources and identify and address internal process gaps.
- Have a strong track record partnering with Sales, Marketing, Product, and other cross-functional leaders and stakeholders.
- Be adept at serving as the senior voice in meaningful, data-informed Quarterly Business Review sessions with clients.
- Have experience with the technology stack and toolkit of a modern SaaS Customer Success leader.
- Be technically savvy and willing to develop strong knowledge of cybersecurity concepts, the HTB platform, and its solutions.
Responsibilities
- Own and drive regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) metrics.
- Recruit, manage, and coach a team of Customer Success Associates and Customer Success Managers in the US.
- Empower the team to deliver customer experiences that drive retention, adoption, expansion, and growth.
- Own the rollout of Revenue and Customer Success operating model initiatives, including messaging, pricing, engagement frameworks, career leveling, account health scoring, and digital success motions.
- Work with leaders in Sales, Product, Engineering, RevOps, Finance, and Marketing to execute cross-functional and CS operating model initiatives.
- Partner with US Sales Leadership to manage the region and execute strategic growth initiatives.
- Use data and analytics to identify usage and engagement patterns and improve the client experience.
- Build trust-based relationships with senior client stakeholders and serve as a senior voice in client business reviews.
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