Manager, Customer Success-Mid-Market
About The Position
Manager, Customer Success Mid Market Lead and manage a team of Mid Market/SMB Customer Success Managers Directly support a modest portfolio of enterprise-level accounts Interview, hire, and train new Customer Success Managers Streamline processes and create best practices for the customer success team Work to resolve escalated customer issues and ongoing team challenges Drive the customer success team's KPI and daily management performance Work to optimize the customer success team's overall retention and upsell metrics Lead the Customer Success Managers in daily pipeline management and forecast responsibilities Support the leadership team in ongoing business requirements Work successfully with all levels of the organization, external partners, and clients Participate in and conduct Executive Business Reviews Write SOP documentation and maintain the customer success documentation
Requirements
- B.A. or B.S. degree preferred or equivalent experience
- A minimum of two years in SaaS
- Comprehensive understanding of pipeline management, forecasting revenue, and sales cycle management, with the ability to meet deadlines
- Prior team management experience
- Proven ability to drive continuous value of products
- Strong knowledge of the CMMS and SaaS industry
- Experience upselling to existing customers
- Proven interpersonal management skills and exceptional business acumen
- Attention to detail, strong organizational skills, and an absolute focus on quality of work
Responsibilities
- Lead and manage a team of Mid Market/SMB Customer Success Managers
- Directly support a modest portfolio of enterprise-level accounts
- Interview, hire, and train new Customer Success Managers
- Streamline processes and create best practices for the customer success team
- Work to resolve escalated customer issues and ongoing team challenges
- Drive the customer success team's KPI and daily management performance
- Work to optimize the customer success team's overall retention and upsell metrics
- Lead the Customer Success Managers in daily pipeline management and forecast responsibilities
- Support the leadership team in ongoing business requirements
- Work successfully with all levels of the organization, external partners, and clients
- Participate in and conduct Executive Business Reviews
- Write SOP documentation and maintain the customer success documentation
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
