Manager of Customer Success
4 days ago
Establish long-term success roadmaps for each customer with frequent checkpoints to ensure milestones are being attained
- Assist team with executing growth and optimization strategies for our customers
- Ensure execution of customer journey touchpoints, including business reviews, retention, account expansion, and other opportunities
- Collaborate with cross-functional teams to ensure visibility and alignment
- Oversee escalations for assigned accounts and team’s accounts
- Monitor customer health indicators and sentiment trends and take swift action when necessary to restore customer confidence
- Represent the voice of the customer and work closely with the product team for new product enhancements and feature requests
- Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience
- Build a team, coach & develop talent.
- Drive operational practices and metrics to track the performance of the Customer Success Team and align their efforts to the mission and vision of the company goals.
- Foster collaboration and integration of positive communication with other departments.
- Design and maintain an internal mentoring program to improve employee retention
- Support and provide ongoing performance metrics of the Customer Success team to the Head of Customer Success
- Proactively review potential at-risk clients to reduce churn.
- Build churn prevention strategies.
- Build Churn win-back.
- Design adoption plans to ensure the customers adopt the system and eventually renew.
- Identify cross-selling and up-selling opportunities and Design expansion playbooks.
- Utilize deep product and industry knowledge while serving as a cross-functional leader.
- Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team
- Assist with the presentation of Quarterly Business Reviews of strategic accounts to ensure proper data analysis and recommendations will be presented to the client
- Responsible for ensuring outreach to all strategic accounts has been performed on regular basis.
**Requirements**:
- Bachelor Degree
- Proficient level of team management.
- Excellent communication and negotiation skills.
- Able to adapt and succeed in a changing environment
- Experience in managing remote teams and working in a remote-friendly environment.
- Experience in Customer success, account management or sales.
- Experience in effectively working and collaborating across different organizational units internally and externally
- Ecommerce and/or Payment industry experience preferred
- Experience working with presenting and communicating to C level Executives
- SaaS Software Experience preferred
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