Manager, Customer Success-Mid-Market
About The Position
eMaint is a SaaS product offered within Fluke Reliability Solutions’ (FRS) family of products. Our services and products are successful in part because they are extremely effective but also because of our commitment to providing an exceptional customer experience. We are looking for a skilled professional to lead a team of Customer Success Managers in optimizing client satisfaction, retention, and expansion. This role will include driving KPIs, team management, process development and sustainment, employee development, and overall accountability of revenue retention and upsell for their team. The FRS work environment is agile; there are ongoing standups and constant communication within each self-managed cross-functional team. The ability to communicate effectively with the professional services team, training team, helpdesk support team, and all other department leaders is key to the success of the role.
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
Mid Level
Number of Employees
5,001-10,000 employees
