Associate Manager, Customer Success
About The Position
SevenRooms is hiring an Associate Manager, Customer Success to lead its North American team of SMB Customer Success Managers. The role involves guiding, mentoring, and hiring the team while ensuring clients have a positive experience using the platform. The Associate Manager will inform and execute strategic initiatives to influence product feature adoption, customer retention, and client return on investment. This position is on the Customer Success team within the In-Store organization and reports to the Manager, Customer Success for the NAM region. The role includes developing team best practices and adoption and retention strategies, partnering with Onboarding and Sales on implementations and transitions, and using account engagement and performance data to identify and proactively address churn risk. The manager will maintain deep product knowledge and help customers identify relevant features and functionality for their needs.
Requirements
- Prior experience in Customer Success, Account Management, or a related customer-facing role at a top-tier SaaS company.
- At least 2 years of people management and development experience, with demonstrated leadership through accountability, continuous training, and coaching.
- Experience working in a high-growth, fast-paced team environment.
- A proven track record of conducting quantitative analysis to derive insights and implement growth strategies.
- Strong experience with Salesforce, Looker, and Gainsight or another Customer Success Platform.
- Passion for customer experience, a metrics-driven approach, and ability to reinforce a customer-first mindset and culture.
Responsibilities
- Mentor, inspire, and develop a high-performing team of North American Customer Success Managers.
- Hire and manage team members, supporting their development through accountability, training, and coaching.
- Develop best practices and strategies for user adoption and customer retention.
- Inform and execute strategic initiatives that influence product adoption, retention, and client ROI.
- Partner with Onboarding and Sales to support successful implementations and smooth transitions to Customer Success.
- Track account performance and health using engagement data, including data from tools such as Looker, to identify and proactively mitigate churn risk.
- Maintain deep product knowledge and advise customers on features and functionality relevant to their requirements.
Benefits
- 401(k) plan with employer matching
- Paid parental leave (16 weeks)
- Wellness benefits
- Commuter benefits match
- Flexible paid time off/vacation for salaried roles
- Paid sick time
- Medical benefits
- Dental benefits
- Vision benefits
- 11 paid holidays
- Disability insurance
- Basic life insurance
- Family-forming assistance
- Mental health program
- Equity grants
- Sales commission
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
