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\nWe are seeking a dynamic and experienced Manager of Customer Success Managers to lead our team of Customer Success Managers (CSMs). This role is pivotal in ensuring our customers and our customer success managers achieve their desired outcomes through the effective use of our solutions. The ideal candidate will have a strong background in customer success, excellent leadership skills, strong interpersonal skills and a passion for driving customer satisfaction and innovation. \n\nHOW WE'LL BE WINNING TOGETHER DAY TO DAY \n\nLeadership & Team Management: \n\n\nLead, mentor, and develop a team of Customer Success Managers, fostering a culture of continuous improvement and professional growth. \n\n\n\n\n\nSet performance objectives, conduct regular performance reviews, and provide constructive feedback to ensure the team meets and exceeds customer success goals. \n\n\n\n\n\nCreate growth paths for high performers (mentoring, project based) as well as performance plans for employees who aren’t consistently executing on team objectives. \n\n\n\n\n\nDevelop and implement training programs to enhance the skills and knowledge of the CSM team. \n\n\n\n\n\nCollaborate with peer managers on assigned projects and objectives and create presentations for the Senior Director/Head of Customer Care. \n\n\n\n\nCustomer Engagement & Satisfaction: \n\n\nOversee the customer lifecycle to ensure successful onboarding, adoption, and retention of customers. \n\n\n\n\n\nAct as an escalation point for customer issues, ensuring prompt resolution and maintaining high levels of customer satisfaction. \n\n\n\n\n\nMonitor customer health metrics and develop strategies to address any potential risks. \n\n\n\n\nStrategy & Process Improvement: \n\n\nCollaborate with the Director of Customer Success to develop and execute strategies that drive customer success and align with business objectives. \n\n\n\n\n\nAnalyze customer feedback and data to identify trends, challenges, and opportunities for improvement. \n\n\n\n\n\nImplement and refine customer success processes, tools, and best practices to enhance team efficiency and effectiveness. \n\n\n\n\nCross-functional Collaboration: \n\n\nWork closely with Sales, Product, Marketing, and Support teams to ensure a cohesive approach to customer success. \n\n\n\n\n\nProvide insights and feedback to the Product team to influence product development and enhancements based on customer needs. \n\nCollaborate with the Sales team to support upsell and cross-sell opportunities as well as opportunities where risk may present on customer renewals. \n\n\n\n\nWE SHOULD TALK IF THIS SOUNDS LIKE YOU: \n\n\n5+ years of experience in customer success or a related field, with at least 3 years in a leadership role. \n\n\n\n\n\nProven track record of managing and developing high-performing teams. \n\n\n\n\n\nExcellent communication, interpersonal, and leadership skills. \n\n\n\n\n\nStrong analytical and problem-solving abilities. \n\n\n\n\n\nProficiency in ChurnZero and Salesforce is a benefit. \n\n\n\n\n\nSolid understanding of the Microsoft product suite. \n\n\n\n\n\nAbility to work in a fast-paced, dynamic environment and manage multiple priorities. \n\n\n\n\n \n\n \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Senior and Sales jobs that are similar:\n\n
$62,500 — $120,000/year\n
\n\n#Benefits\n
💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nChicago, Illinois, United States
# How do you apply?\n\nThis job post has been closed by the poster, which means they probably have enough applicants now. Please do not apply.
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