Be a leader – Directly manage a team of Customer Success Managers, leading by example in utilizing engagement strategies to strengthen customer relationships and creating a culture of accountability when it comes to achieving results, following processes, and delivering high standards of accuracy and efficiency in their work.
Create process improvements – Establish, document, and continuously evolve the Customer Success team’s processes to ensure they are well understood by key stakeholders throughout the organization.
Make data-driven decisions – Leverage data and team metrics to lead strategic and operational initiatives and help drive decision making, deliver helpful insights, and improve processes
Collaborate cross-functionally – Be the voice of the customer and work cross-functionally with other departments to communicate customer needs and product requirements, ensuring awareness of priorities, services changes, and up-to-date process and support delivery
Reinforce our value proposition – Conduct and/or actively participate in monthly, quarterly, and annual Partner reviews to showcase wins and opportunities as well as business reviews to showcase value realized customers and identify opportunities for growth
Be an escalation point – Assist team members in helping to resolve escalated and sophisticated customer issues.

2-3 years of experience in Customer Success, Account Management, or similar roles, especially within a SaaS environment
2-3 years of experience establishing strategic goals with customers and measuring progress and outcomes
2-3 years of experience in a people management or team-lead capacity, leading customer-facing professionals in a SaaS or service-driven environment
Experience with Customer Success Platforms such as PlanHat, ChurnZero, Gainsight, or equivalent
Intimate familiarity with Customer Success Frameworks, methodologies, and best practices
An innate ability to build strong relationships with both internal and external stakeholders, supporting cross-functional efforts and establishing a rapport with senior level and C-Suite executives
A strong sense of urgency and drive to succeed with the ability to adapt quickly to changing priorities
Outstanding communication skills and a deeply analytical mindset with a knack for keeping cool under pressure and finding solutions for any situation
A strong coaching mindset and highly tuned ability to navigate complex relationships
Ability to thrive in a collaborative, fast-moving environment
Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required)

Customer Success Manager

Key skills