Manager of Customer Success , Key Accounts

Dialpad•Kitchener, ON

3d•CA$102,400 - CA$129,400•Hybrid

About The Position

As the Manager of Customer Success, you will be focused on driving initiatives related to reducing churn and down-sell and driving growth in our small business customer base. You will lead a team of Customer Success Representatives in a one-to-many, high-touch environment. You will help develop strategies to engage with at-risk customers to improve outcomes. You will be responsible for reporting team statistics and performance results to other members of the leadership team and executive staff. This position reports to our SVP, Customer Success and is hybrid based in our Kitchener, Ontario Office.

Requirements

Bachelor’s degree in a technology-related field and prior experience with SaaS/high-growth companies is ideal for this role.
Customer-focused and demonstrable passion for customer success.
Excellent written, verbal, and listening communication skills with a professional (even dynamic) presence, presentation, and public speaking skills.
Proven cross-functional leader with a proven track record of collaboration, prioritization, and workload management.
Quick learner, always looking to embrace and master new technologies.
Capable project/program management skills with the ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes.
Proven operational acumen with the ability to define success targets and ensure attainment of those targets.
Familiarity with next-generation enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, and account planning.
Excellent skills and ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word, and Excel.
Positive team player who embraces a team-first attitude and contributes to overall team success.
You enjoy tackling complex customer challenges and finding creative solutions.
Able to adapt quickly to an ever-changing environment.
Goal-driven and able to motivate a team to meet and exceed performance goals.
Process-oriented - able to develop functional processes and adapt them quickly to meet changing demands.
Able to establish rapport and gain situational awareness quickly in single-touch interactions with customers.
Experience with telecommunication or SaaS providers is required.

Nice To Haves

Technical background in IT Service Management, Telecommunications, and/or IT Operations Management solutions is a plus, though not required.

Responsibilities

Lead a high-performance Customer Success team focused on higher touch engagement.
Monitor KPIs and evaluate team performance to ensure we are operating at the highest standard.
Evaluate churn and down-sell reasons and implement plans to reduce customer churn.
Drive retention activities based on the client's situation.
Lead process improvements through the creation and execution of new strategies.
Facilitate expansion opportunities with existing customers.