Job Description
Senior Manager, Enterprise Customer Success
Location: United States (Remote)
We’re looking for an experienced Senior Manager to join our growing Customer Success team. This passionate customer success professional will expand and oversee a team of Enterprise Customer Success Managers who work closely with our largest, most strategic customers. This is a growing team that will be responsible for successful adoption, engagement, and expansion for subscribers across our enterprise customer segment. The leader of this team will be responsible for ensuring the team is meeting and exceeding its retention and revenue goals.
What you will do:
- Manage a team of high-performing Enterprise CSMs throughout the entire customer journey – from onboarding through engagement and renewal
- Coach CSMs to provide a best in class customer experience while meeting revenue retention targets and mitigating renewal risks
- Standardize activities that Enterprise CSMs execute at each stage in the customer journey
- Identify, attract, retain and develop talent for the customer success organization
- Conduct and attend weekly 1:1s, team meetings and cross-functional meetings
- Partner with CS senior leadership to establish clear goals and metrics for the ENT team
- Partner with leadership to refine processes, systems, and resources to successfully deliver value to our customers, the team and the business.
- Proactively identify, develop & execute solutions to improve operations for the team, customers, and business
- Be the voice of the customer internally to give visibility to and help address customer needs
- Own team’s performance metrics and be responsible for guiding them to meet and exceed their goals.
- Own the renewal forecast for your segment, reporting metrics to senior leadership weekly and reporting on renewal trends quarterly
- Serve as an escalation point for complex customer issues
- Provide mentorship and coaching to junior CS leaders
- Support VP in special projects and other tasks as assigned
What you should have:
- 5+ years of management experience
- 5+ years of customer success and/or account management experience, preferably within a SaaS organization
- Strong understanding of customer success industry and trends
- Proven track record of success in identifying customer needs and implementing long-term solutions in a SaaS environment
- Experience utilizing metrics to make data-driven decisions
- High level of business acumen and an ability to communicate effectively with internal stakeholders
- Able to influence through gaining buy-in, negotiation, and consensus-building
- History of improving processes, methodologies, programs or frameworks that increased team performance
- Excellent organization, project management and time management skills
- Able to build rapport and trust with customers, team members and internal stakeholders
- Demonstrated ability to provide clear, timely, actionable feedback
- Able to demonstrate leading with a customer mindset and coach team members to connect customer’s key pains to specific product benefits and value propositions.
- Naturally curious with excellent critical-thinking skills
- Resilient, adaptable, and thrives in a fast-paced environment
- Excellent verbal, written communication and presentation skills