Manager, Customer Support (Remote)

Neumo is a company with four decades of public sector expertise, recognized as a GovTech 100 Company. The Manager, Customer Success, will lead a team focused on enhancing customer retention and satisfaction while developing strategies for customer engagement and growth.

Responsibilities:

• Lead, mentor, and manage a team of customer success professionals
• Develop and implement training programs to ensure the team is equipped with the necessary skills and knowledge
• Foster a customer-centric culture within the team, emphasizing empathy, proactive support, and continuous improvement
• Develop and execute customer success strategies that align with the company’s goals and objectives
• Create and monitor key performance indicators (KPIs) to measure the effectiveness of customer success initiatives
• Drive customer onboarding, adoption, and retention processes to ensure customer satisfaction and long-term engagement
• Build strong relationships with key customers, acting as a trusted advisor and point of escalation
• Advocate for customers internally, working closely with product, sales, and support teams to ensure customer needs are met
• Develop and manage customer feedback loops to drive product enhancements and ensure continuous improvement
• Identify opportunities for upselling and cross-selling, collaborating with the sales team to drive revenue growth
• Implement strategies to reduce churn and increase customer lifetime value (CLTV)
• Analyze customer data to identify trends and implement proactive measures to address potential issues
• Continuously assess and improve customer success processes, leveraging data and customer feedback
• Implement and optimize customer success tools and technologies to streamline operations and enhance customer engagement
• Other duties as assigned

Requirements:

• 5+ years of experience in customer success, account management, or a related field within a SaaS environment
• Bachelor's degree in Business, Marketing, or a related field
• Proven experience in leading and developing high-performing teams
• Strong understanding of SaaS business models and customer success best practices
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels
• Analytical mindset with the ability to leverage data to drive decisions and optimize processes
• Customer-focused with a strong commitment to delivering exceptional service and value
• Proficient in customer success management tools (e.g., Gainsight, Salesforce) and CRM systems
• MBA or advanced degree