• Sr. Manager, Customer Success

    Job ID
    2018-4316
    Location
    US-CA-San Jose
    Category
    Service & Support
  • About the Job

    The Sr. Manager of Customer Success is responsible to manage the Customer Success west coast team as well as assist team with maintaining relationships with strategically important mid-market and Enterprise customers. Each CSM is assigned to a certain number of named customers which the Director will manage that team of CSM/Clients, The Customer Success team represents the entire range of company products and services to assigned customers, while leading the customer account planning cycle and ensuring assigned customer needs and expectations are met by the company. .

     

    Responsibilities:

    •  Drive Customer Success Outcomes
    •  Influence future lifetime value through higher product adoption, customer loyalty and overall health scores
    •  Drive new business growth through greater advocacy and reference-ability
    •  Continuous improvements to existing segmentation models and journey maps based on learning from customers and industry best practices
    •  Manage Customer Success Activities, Onboarding and Training
    •  Customer Success Management
    •  Measure Effectiveness of Customer Success
    •  Cadence for metrics review with team
    •  Expose subset of metrics to exec team, company & board
    •  Continue to foster a culture of Customer Obsession and Accountability
    •  Review and modify rapid onboarding process for new team members
    •  Foster collaboration within team and across customer lifecycle
    •  Encourage continuous learning within team
    •  Enhance Effectiveness and Efficiency Through Technology
    •  Inspire Customer Success Across Company
    •  Align with Marketing around marketing to existing clients
    •  Align with Product around driving product roadmap
    •  Align with Sales around renewals, cross-sell and up-sell and focus on selling with a retention focus
    •  Align with Finance around measurement and forecasting
    •  Align with Executive Team around key metrics and objectives

     

    Required Experience/Skills:

    •  5+ years experience in leading customer-facing organizations
    •  Strong people leader with experience leading globally dispersed teams and customers
    •  Ability to manage influence through persuasion, negotiation, and consensus building
    •  Ideally combined background of post-sale and sales experience
    •  Strong empathy for customers AND passion for revenue and growth
    •  Deep understanding of value drivers in recurring revenue business models
    •  Analytical and process-oriented mindset
    •  Passionate and creative problem solver
    •  Demonstrated desire for continuous learning and improvement
    •  Enthusiastic and creative leader with the ability to inspire others
    •  Excellent communication and presentation skills
    •  Travel and schedule flexibility required
    •  Relevant Bachelors degree; preference for computer science or related degrees
    • Preferably an understanding of Unified Communications and VoIP technologies



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