Manager, Commercial Customer Success
About The Position
The Manager of the Commercial Customer Success team will lead a group of exceptional Customer Success Managers (CSMs) to drive customer satisfaction, adoption, and retention. This role involves developing and executing customer success strategies aligned with DX’s growth objectives, while prioritizing customer outcomes. The manager will also own a small portfolio of customers, ensuring high success rates that lead to renewal and expansion. This position is responsible for driving customer success, including the renewal and growth of ARR (Annual Recurring Revenue) within the commercial segment. Working closely with the Sr. Manager of Customer Success and the VP of Customer Experience, the role will help shape a unified customer experience and create "unchurnable" customers.
Requirements
- Consistently perform at a high level and are meticulous in your approach to customer success.
- Thrive in high-pressure and fast-paced environments, owning your responsibilities and meeting deadlines.
- Quick to learn complex products and articulate technical concepts clearly to both technical and non-technical stakeholders.
- Strong communication and relationship-building skills, able to influence at all levels of management.
- Excel at managing teams, with a proven ability to mentor, coach, and motivate others toward achieving results.
- A cross-functional collaborator, able to work closely with sales, product, and other teams to achieve common goals.
Nice To Haves
- Past startup experience
- Past experience working with a technical audience (Platform Engineering, VP Engineering, CTO, CIO)
Responsibilities
- Provide feedback, coaching and recommendations to CSMs in order to drive program health within customer accounts.
- Ensure the team is executing the DX CSM Playbook skillfully, gains mastery of the DX Product, and drives value to customers, resulting in renewal.
- Drive CSMs to be proactive, ensuring they are owning and taking accountability over the customer journey.
- Drive outcomes, program health, renewals and expansion within assigned personal portfolio.
- Onboard and continuously develop your team of CSMs, helping them become subject matter experts on DX products and services.
- Provide coaching, feedback, and mentoring to ensure a superior customer experience and team success.
- Empower your team to focus on customer outcomes while achieving quarterly and annual targets for net renewals, retention, and expansion.
- Proactively monitor customer health and implement risk mitigation strategies to ensure high renewal rates.
- Build relationships with key customers, uncover opportunities for expansion, and ensure that customer value is consistently delivered.
- Collaborate with Sales, Product, and other departments to enhance the customer experience and drive customer success.
Benefits
- Health and wellbeing resources
- Paid volunteer days
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
