Manager, Enterprise Customer Success

ZipRecruiter•Phoenix, AZ

2d•$120,000•Hybrid

About The Position

As the Manager, Enterprise Customer Success you will lead and develop a team of Enterprise Customer Success Managers. Enterprise Customer Success Managers (CSMs) are responsible for the post-sales customer experience including: Campaign onboarding and onboarding guidance with new customers Campaign performance and delivering on measures of success in regular business reviews with customers Overall customer & revenue retention for an assigned book of business You have experience coaching and leading customer success personnel with a proven track record of driving department goals and upskilling individuals. You will work with team members to ensure employees achieve their performance goals through weekly 1:1’s, daily coaching sessions and development of skills, attitudes, and behaviors in monthly development sessions. You must be passionate about helping employees succeed and grow. You will also leverage your interpersonal and relationship skills to work cross functionally with other departments to build better processes and tools to support your team. You are passionate, innovative, and have a high standard of results for yourself and others.

Requirements

3-5 years of Management experience in Enterprise Customer Success, Account Management, or Sales required OR internal candidates in a senior level role with prior leadership experience
Demonstrated experience in developing successful customer success management teams through enthusiastic leadership and motivational skills required
Skilled in all aspects of the customer lifecycle from on-boarding to renewal, with strong client positioning and presentation skills
Demonstrated experience analyzing employee and client performance data to optimize output and create meaningful change to drive positive results
Easily builds rapport and establishes relationships with customers and colleagues
Working knowledge of Microsoft Office (Excel, Powerpoint) and Google Suite products (Gmail, Slides, Sheets, Drive, etc).
Empathy and the ability to lead by example
Diplomacy and strong cross-team collaboration skills
Organized and reliable
Strong drive and passion to achieve goals
Excellent verbal and written communication skills

Nice To Haves

Digital advertising and/or recruitment advertising experience preferred

Responsibilities

Lead a team of Enterprise Customer Success Managers who own the post-sales component of the customer lifecycle
Coach your team on presenting the value of performance results through story-telling with data during regular business review meetings
Build & maintain customer onboarding, campaign optimization, and renewal playbooks to set the team up for success and provide a consistent client experience
Develop customer onboarding and campaign optimization expertise across the team
Work with the team to help them meet or exceed their/your Enterprise customer retention and revenue targets
Ideate and execute improvements to CSM processes to achieve customer onboarding, retention, and growth goals.
Provide weekly reporting on the progress of your team; keep an open line of communication to senior management
Conduct weekly coaching sessions with team members to affect positive change and retain top performers
Work closely with sales management peers within your department and across the company to ensure alignment and optimal efficiency between teams
Collaborate with the Product department to advocate for tools and enhancements that increase productivity and improve customer success
Excel at people management: set clear expectations, review progress, provide feedback and guidance, and hold people accountable for delivering impactful results
Partner closely with senior leadership to drive change management across the business