The Customer Success Manager role is pivotal in steering our CS operations towards excellence.
Tasked with harmonizing team efforts, refining retention methods, and nurturing client relationships, ensuring optimal team performance and fostering a culture of unity and motivation.
Establish retention targets, devise retention and growth strategies, analyze performance data, oversee training, mentor the CS team, and provide overall CS team management.
Oversee and mentor the CS team (including the refunds team), ensuring alignment towards common objectives, fostering unity, and motivating members through effective incentive schemes and acknowledgment of their achievements.
Maintain and actively manage a small, high-value book of business.
Design strategies that enhance revenue retention rates while bolstering client satisfaction.
Create a robust follow-up system for all clients, aiming for maximum customer satisfaction, growth, and retention.
Monitor team metrics, ensuring adherence to organizational expectations, rewarding high performers, and addressing underperformance with patience and strategic interventions.
Coordinate with company founders for continuous training and professional development. Forecast recruitment, selection, onboarding, and training needs, ensuring teams are adequately staffed and trained up.
Work closely with the marketing team for lead quality feedback and ensure effective collaboration between CS, Sales, and Marketing teams.

Proven 5+ years of work experience as a Customer Success Manager, ideally in the pay-per-lead or marketing services industry working with both inbound and outbound sales reps.
Demonstrated experience in scaling small customer success and support teams, implementing CS operational infrastructure and ensuring optimal team performance and cohesion.
Ability to drive the CS pipeline process from plan to close, excellent mentoring, and leadership skills.
Strong business sense and industry expertise.
Familiarity with CRM software (Freshdesk and Go High Level) and comfortable analyzing CS metrics at a granular level.
Highly motivated with a proven track record in customer success and a retention/growth mindset.
Strong interpersonal, communication, and negotiation skills.
Engages customers through their preferred communication channels, including phone, email, SMS, support tickets, and social platforms, ensuring timely, consistent, and professional interactions across all touchpoints.

Senior Customer Success Manager

Key skills