AddressJob Overview: We are seeking a highly skilled and motivated Senior Manager, Customer Success to join our dynamic team. As a Senior Manager, you will play a pivotal role in ensuring the success and satisfaction of our customers. You will lead a team of Customer Success Managers, driving the development and execution of strategies to maximize customer value, retention, and overall happiness.
Responsibilities:
Team Leadership:
- Lead and inspire a team of Customer Success Managers, fostering a culture of excellence, collaboration, and continuous improvement.
- Provide guidance and mentorship to team members, helping them achieve individual and team goals.
Customer Engagement:
- Develop and implement customer engagement strategies to enhance the overall customer experience.
- Collaborate with cross-functional teams to address customer needs, proactively identify opportunities for improvement, and drive customer satisfaction.
Account Management:
- Oversee the management of key customer accounts, ensuring high levels of customer satisfaction, retention, and growth.
- Work closely with the sales team to identify upsell and cross-sell opportunities within existing accounts.
Data Analysis and Reporting:
- Utilize customer data and feedback to identify trends, measure performance, and drive data-driven decision-making.
- Generate regular reports on Customer Success metrics and share insights with the leadership team.
Product Feedback and Improvement:
- Act as a liaison between customers and the product development team, providing valuable insights and feedback to drive product enhancements.
- Collaborate with product managers to ensure customer needs are addressed in product roadmaps.
Requirements:
- Managed team for 2-3 years, B2B Business
- Bachelor's degree in Business, Marketing, or a related field; MBA is a plus.
- Proven experience in a Customer Success leadership role, preferably in a technology or SaaS company.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to derive insights from data.
- Experience working with cross-functional teams.
- Demonstrated success in driving customer satisfaction, retention, and growth.
