Lead, coach, and develop a team of Customer Success Managers, setting clear expectations for performance, engagement, and accountability
Manages the assigned team personnel, which includes hiring, coaching, performance evaluation, training & development
Ensures Customer Success teams receive the technology, personnel, and educational resources necessary to provide flawless service to Intralinks clients
Manages the daily workflow on a subset of the Customer Success teams, with the goal of 100% resolution on all issues and complaints
Responsible for working with Management to develop, evolve and implement standardized procedural best Customer Success practices
Fosters close relationships with Sales Management, supporting and contributing to regional and global growth strategies
Advocates for the Voice of the Customer across all functional areas of the organization, such as Product Development, Systems Engineering, Marketing, etc.

Minimum of 5 years experience in Customer Success
2+ years of people management experience, including coaching, performance management, and team development
Presentation & Communication Skills
Strong MS Office suite and a good comfort level with software and technology
Experience using Gainsight, Zendesk and Salesforce
Excel/reporting expertise
Project implementation/management experience, preferably with SaaS
Familiarity with conflict resolution, de-escalation, and positive influencing
Bilingual
English plus Spanish or Brazilian Portuguese

Flexibility : Hybrid Work Model and Business Casual Dress Code, including jeans
Your Future: 401k Matching Program, Professional Development Reimbursement
Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees
Training: Hands-On, Team-Customized, including SS&C University
Extra Perks: Discounts on fitness clubs, travel and more!

Customer Success Manager

Key skills