Manager, Customer Success-Mid-Market

Fluke Corporation is the world leader in the manufacture, distribution and service of electronic test tools and software. They are looking for a skilled professional to lead a team of Customer Success Managers in optimizing client satisfaction, retention, and expansion through effective team management and driving KPIs.

Responsibilities:

• Lead and manage a team of Mid Market/SMB Customer Success Managers
• Directly support a modest portfolio of enterprise-level accounts
• Interview, hire, and train new Customer Success Managers
• Streamline processes and create best practices for the customer success team
• Work to resolve escalated customer issues and ongoing team challenges
• Drive the customer success team’s KPI and daily management performance
• Work to optimize the customer success team’s overall retention and upsell metrics
• Lead the Customer Success Managers in daily pipeline management and forecast responsibilities
• Support the leadership team in ongoing business requirements
• Work successfully with all levels of the organization, external partners, and clients
• Participate in and conduct Executive Business Reviews
• Write SOP documentation and maintain the customer success documentation

Requirements:

• A minimum of two years in SaaS
• Comprehensive understanding of pipeline management, forecasting revenue, and sales cycle management, with the ability to meet deadlines
• Prior team management experience
• Proven ability to drive continuous value of products
• Strong knowledge of the CMMS and SaaS industry
• Experience upselling to existing customers
• Proven interpersonal management skills and exceptional business acumen
• Attention to detail, strong organizational skills, and an absolute focus on quality of work
• B.A. or B.S. degree preferred or equivalent experience