Lead a team of 8-10 Lead CSM's that is dedicated to delivering a remarkable total customer experience
Support and direct new and existing Lead CSMs in strategies to build durable customer value
Serve as a coach and a leader, helping to develop the skills of your team as they grow in their career
Manage day-to-day operations of your team including: maintaining an accurate forecast, managing escalations from your direct reports, ensuring the delivery of high quality engagements throughout the customer lifecycle, and ensuring teams properly document activities in a timely manner
Champion initiatives to foster diversity, inclusion and belonging within the team and among peers in management
Analyze customer and performance data to make informed decisions about operational and process changes
Contribute to and co-manage segment and organization-wide initiatives to enable CSMs

3-5 years of experience in leadership roles, with the ability to drive performance, deliver feedback, and mentor team members.
Experience working at a marketing, software, management and/or consulting company
A proven leadership ability to influence, develop and empower employees to achieve their best in a fast-paced environment
Record of success collaborating with all levels of internal management
Experience navigating and resolving customer escalations
A Proven track record of executing bold growth strategies and over-performing against company targets and expectations
Excellent leadership, organizational, problem solving, and decision-making skills
A deep understanding of marketing, sales and service best practices
A background using data to analyze results and make decisions
The ability to communicate effectively in small and large groups.

Manager, Customer Success Management – Strategic Accounts

Key skills