Customer Success Manager
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Job Description
Manager, Customer Success leading SaaS solutions adoption across client segments for government organizations. Fostering efficient, data-driven Customer Success initiatives with a remote-first team.
Responsibilities:
- Lead Customer Success Team through organizational transition with strategic approach, steadfast adherence to process, and superior supervisory skills.
- Create, implement and refine Customer Success programs to drive customer lifetime value through accelerated product adoption.
- Develop and optimize automation strategies and workflows to enhance team efficiency and customer experience.
- Guide team to proactively review client data and system usage to provide best practice recommendations.
- Serve as escalation point for complex customer issues and strategic account challenges.
- Analyze metrics and team performance statistics to drive continuous improvement.
- Develop and execute strategic upsell/cross-sell initiatives across portfolio.
- Coach team members on identifying and pursuing expansion opportunities.
- Present solutions and value propositions to client stakeholders.
- Collaborate with sales teams on growth strategies.
- Manage and mentor customer success consultants daily, ensuring adherence to Service Level Agreements (SLAs).
- Create professional development plans for team members and facilitate ongoing educational content.
- Create and maintain new team member training materials and resources based on optimization and team needs.
- Monitor and optimize customer health scores and engagement metrics.
- Develop and implement churn mitigation strategies.
- Lead strategic planning that synchronizes customer success activities across segments.
Requirements:
- 5+ years leading a team in a relevant field such as a marketing agency or software company.
- Demonstrated experience in team building, leadership or management formal or informal positions.
- Proven track record of implementing successful customer success automation strategies.
- Preferred experience with Salesforce and customer success platforms or equivalent systems.
- Strong analytical skills with the ability to translate data into actionable insights.
- Natural ability to foster internal and external relationships.
- Exceptional interpersonal skills for relationship building at all levels of the organization.
- Experience managing distributed teams and working across time zones.
- Proven ability to develop and optimize customer success workflows.
- BA/BS degree or equivalent experience.
Benefits:
- Flexible Time Off – Take the time you need to rest, recharge, and live your life.
- Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
- Work From Home Reimbursement – Support a productive home office environment.
- Multiple Health Plan Options – Including a 100% employer-paid plan.
- Employer HSA Contributions – When enrolled in a High-Deductible Health Plan.
- Fitness Reimbursement Program – Stay active, your way.
- On-Demand Mental Health Support – Access to Headspace and other wellness tools.
- Paid Parental Leave – For both birthing and non-birthing parents.
- Traditional & Roth 401(k) – With a generous company match.
- Life & AD&D Insurance – 100% employer-paid coverage for peace of mind.
- Online Learning Platforms – Fuel your professional development.
- Competitive Salary & Bonuses – Your contributions are valued and rewarded.
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