Senior Manager, Customer Success
RemoteBoca Raton, Florida, United States
Boca Raton, Florida, United StatesRemoteFull TimeSenior LevelMedium
Full TimeSenior LevelMedium
Job Summary
Design and execute strategies to optimize the customer success journey for the long-tail customer base, driving adoption, mitigating risk, and identifying upsell opportunities. Manage KPIs, milestones, and long-term goals to reduce churn, increase revenue, and ensure accurate forecasting of at-risk customers. Lead and develop a team of Customer Success Managers, mentoring staff to achieve daily success and reducing time to proficiency. Collaborate with leadership to execute strategic plans and partner with operational teams to plan, staff, and budget resources for the Customer Success function.
Required Qualifications
- 3-5 years of experience leading a Customer Success team at a B2B SaaS company
- Understanding of basic SaaS and value drivers in recurring revenue business models
- Create and enforce a culture of accountability to drive client outcomes within customer success
- Strong empathy for customers with the drive to impact revenue and growth
- An enthusiastic and creative leader with the ability to inspire and motivate others
- Modify and evolve onboarding and training programs to develop staff competencies
- Excellent communication skills, both written and verbal, and strong public speaking skills
Desired Qualifications
- Working knowledge of Salesforce, AskNicely, and/or ChurnZero
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