REMOTE Sales Manager, Customer Success Department

Apexchat•San Ramon, CA

19d•$35,000 - $100,000•Remote

About The Position

The Sales Manager, Customer Success is a strategic leadership role responsible for overseeing the Client Partner team. The primary focus is on driving upsell growth, reducing churn, and ensuring the highest levels of customer satisfaction. This role involves leading the development and implementation of customer success strategies aligned with business objectives and optimizing processes to achieve KPIs and OKRs. The position reports directly to the VP of Customer Success and contributes to the long-term growth and retention of the customer base. The ideal candidate should possess the caliber, background, and experience to grow into a Director of the department.

Requirements

Must reside in the US.
Must have a distraction-free environment with stable internet.
Strong sales leadership is a must.
Proven experience leading and managing a team that sold, upsold, and increased revenue while maintaining a customer base.
Hubspot Proficiency
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
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

Nice To Haves

Desire to grow into a Director of the department.

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.