Associate Manager, Customer Success (NAM SMB)
About The Position
SevenRooms is hiring for an Associate Manager, Customer Success to lead our team of SMB Customer Success Managers in North America. In this role, you will be responsible for guiding, mentoring, and hiring your team, while also ensuring our clients have a fantastic experience using our platform. You will inform and execute on strategic initiatives that are aimed at influencing company metrics like product feature adoption, retention, and ROI for our clients. You will report into the Manager, Customer Success for the NAM region on our Customer Success team in our In-Store organization. You're excited about this opportunity because you will… Mentor, inspire and grow our team of high-performing Customer Success Managers in North America Develop best practices, user adoption, and retention strategy for your team Partner with Onboarding and Sales to ensure successful implementations and smooth transitions to Customer Success Track account performance and health through engagement data (via tools like Looker) to identify churn risk and work proactively to eliminate that risk Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements We're excited about you because… You are someone who is passionate about the customer experience, is metrics-driven, and will help reinforce our customer-first mindset and culture.
Requirements
- Prior experience in Customer Success, Account Management, or related customer-facing position within top-tier SaaS company
- 2+ years people management and development experience; demonstrated leadership through accountability, continuous training, and coaching
- Experience in a high-growth, fast paced team environment
- Proven track record of conducting quantitative analysis to derive insights and implement growth strategies
- Strong experience with Salesforce, Looker, and Gainsight (or other Customer Success Platform)
Responsibilities
- Mentor, inspire and grow our team of high-performing Customer Success Managers in North America
- Develop best practices, user adoption, and retention strategy for your team
- Partner with Onboarding and Sales to ensure successful implementations and smooth transitions to Customer Success
- Track account performance and health through engagement data (via tools like Looker) to identify churn risk and work proactively to eliminate that risk
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
Benefits
- a 401(k) plan with employer matching
- 16 weeks of paid parental leave
- wellness benefits
- commuter benefits match
- paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act)
- medical, dental, and vision benefits
- 11 paid holidays
- disability and basic life insurance
- family-forming assistance
- a mental health program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Food Services and Drinking Places
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
