Senior Manager, Customer Success
$108,500–$144,500 year
RemoteColumbia, South Carolina, United States
Job Summary
Develop and manage a team of Customer Success Managers and strategic client accounts, driving revenue and cultivating executive-level relationships. Oversee day-to-day operations for Enterprise clients, conduct monthly and quarterly strategic business reviews, and develop action plans to address issues. Forecast and track key account performance metrics while identifying growth opportunities in collaboration with sales representatives. Recruit, lead, and provide training and coaching to the account management team, ensuring high customer satisfaction and retention. Establish strong professional relationships with Research, Design, Sales, and Marketing groups to deliver tailored solutions and support product adoption.
Required Qualifications
- BA/BS degree
- 10+ years of experience in sales, sales management, account management, preferably in a technology (SaaS) company
- Minimum 7 years of leadership experience managing teams up to 10 people
- Prior experience scaling up a team, ensuring the team has a track record of exceeding client and revenue expectations
- Strong focus on customer relationship management, product adoption and implementation, and partner support
- Capable of interfacing well at all levels within a company and a client base
- Proactive, results-driven, and thrive in team-oriented, fast-paced environments
- Strong communication skills demonstrated through the ability to communicate clearly, effectively, and persuasively through verbal and written presentation
- Intelligent and exhibits high degree of integrity
- Excellent organization, motivational and leadership skills
- Proven account management skills delivering client focused SaaS based solutions to Enterprise client base
- Demonstrated ability to communicate, present and influence credibly and effectively to all levels within the organization
- Ability to quickly understand client business structures and needs and articulate and demonstrate what is required for a successful implementation of customer expectations
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional presentations, reports and analysis for management
- Ability to sit and work at a computer for extended periods of time
- Ability and willingness to travel up to 25%
Desired Qualifications
- Experience with CRM systems (SalesForce.com and NetSuite a plus)
- Technical background with proven knowledge of SaaS applications, software configuration, and client server technologies
- Network Security
- MBA
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