REMOTE Sales Manager, Customer Success Department

Apexchat • San Ramon, CA

22d • $35,000 - $60,000 • Remote

About The Position

Sales Manager, Customer Success Dept. is a strategic leader responsible for overseeing the Client Partner team, with a primary focus on driving upsell growth, reducing churn, and ensuring the highest levels of customer satisfaction. You will lead the continued development and implementation of customer success strategies that align with our business objectives, optimizing processes to achieve and exceed KPIs and OKRs. You will be a trusted advisor, reporting directly to the VP of Customer Success, contributing to the long-term growth and retention of our customer base. This person should be of caliber, be it background/experience or through training with our VP and other modules, and desire to grow into a Director of the department......

Requirements

• All A-Players: Efficiency, Honesty/integrity, Organization and planning, Assertiveness, Follow-through on commitments, Intelligence, Analytical skills, Attention to detail, Persistence, Proactivity
• A-Player Managers: Coaching, Goal setting, Empowerment, Accountability, Redeploying B/C players, Team building, Vision casting, Change leadership, Inspiring followership, Conflict management
• This role: Ability to Multitask & adapt to changes seamlessly, Consistent Follow Through/completion of deadlines, Vision Casting/Team Buy In, High standards/Attention to Detail, Active Listening skills & Implementation, Excellent Written & Verbal Skills, Strategic Leadership, Balance Between Independence and Humility, Trustworthy/Honest, Resiliency, Growth-Driven, Churn Reduction, Ability to Understand churn, prevent it, predict trends, Customer-Centric, Process Optimization, Hubspot Proficiency, Operational Efficiency, Hiring/Development of Staff, Technology Integration, Executive Reporting-100% Accurate, Overachiever, Data-Driven Decision Making, Cross- Functional collaboration, Trusted Advisor, Customer Success Journey Design & Implementation, GET IT DONE attitude, KPI/OKR Management, Ability to get team to hit/exceed goals, Problem Solving, Creative, Quick Witted, Process Documentation, Innovation & Continuous Improvement, Customer Relationship Management, Sales Planning & Strategy, Closing Deals, Follow Up, Booking Appointments/Business Development
• This person needs to have lead and managed a team that sold, upsold and increased revenue, while maintaining a customer base. STRONG sales Leadership is a must!

Responsibilities

• Lead, mentor, and develop a high-performing Customer Success team, ensuring they are equipped to meet and exceed growth and retention goals. This includes hiring, performance/development plans and growing team.
• Develop, own, and continuously improve the customer success journey, from onboarding to renewal, to drive measurable outcomes.
• Work closely with the VP of Customer Success to set and execute strategic goals, OKRs, and KPIs for the department.
• Drive upsell and cross-sell opportunities within the existing customer base to achieve growth targets.
• Design and implement churn reduction strategies, with a focus on proactive customer engagement and risk mitigation.
• Serve as a champion for customer needs, advocating for product and service improvements based on customer feedback.
• Own the end-to-end process for customer success, including defining key milestones and touchpoints across the customer lifecycle.
• Optimize the use of HubSpot and other CRM tools to leverage automation while maintaining a personalized customer experience.
• Develop and document scalable processes that support efficiency, accuracy, and consistency across the team.
• Identify and implement technology solutions that enhance team productivity and customer experience.
• Continuously explore and integrate new tools, technologies, and best practices that drive operational efficiency and customer success.
• Deliver 100% accurate and timely executive reporting on customer success metrics, growth, churn, and other key performance indicators.
• Provide data-driven insights to the VP of Customer Success, identifying trends, risks, and opportunities for continuous improvement.
• Foster strong cross-functional relationships with Sales, Product, Marketing, and other teams to align on customer goals and deliver exceptional service.
• Serve as a trusted advisor to the VP of Customer Success, providing strategic recommendations and feedback on customer success initiatives.

Benefits

• Eligible for 10 Days PTO, 8 Holidays 2 Floating Holidays, 5 Sick Days, Medical and other insurances, 401k, paid training and career advancement programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed