Senior Manager, Customer Success

Handshake•San Francisco, CA

24d

About The Position

We’re looking for a Senior Manager of Strategic Customer Success to join our Employer Sales Team - working with top employers across the nation to drive their early talent recruiting strategy. You will serve as a leader for the Strategic Segment of existing partnerships, reporting to the Vice President of Customer Success. You’ll work closely with the team to ensure they achieve their goals, build relationships with executives, and drive customer retention and expansion from onboarding through renewal. You’ll be instrumental in building and leading a world class Customer Success program for the category leading platform. This high-impact role combines equal parts people management, sales, relationship management leadership and customer satisfaction. The ideal candidate has a proven record of success managing revenue carrying individual contributors in SaaS technology companies.

Requirements

5+ years’ SaaS enterprise CSM and/or post sales experience
Minimum of 3+ years managing a team of individual contributors
Proven track record of success with your own book of business, and regularly hitting individual and team goals
Experience preparing renewal proposals, forecasting, and account planning
Experience with an evangelical sale, selling non-discretionary software to executives at Fortune 500 companies
Experience building process, identifying gaps and executing on relevant initiatives
Experience using usage, data and results to demonstrate value
An impeccable communicator with polished and professional sales presentation skills
Desire to think analytically with a methodical approach to identifying challenges and measure impact, including the ability to use data to support strategy and create a story
Ability to think systematically, identifying and building infrastructure, processes, and tools to drive efficiency and streamlined operations
You thrive in a fast paced environment, appreciate and demonstrate flexibility as needed
You react gracefully under pressure
You’re a do-er with a bias towards action and creative problem-solving

Responsibilities

Lead a team of 6+ Strategic Customer Success Managers to successfully achieve our client’s goals while simultaneously carrying a team quota to reach our organization’s revenue goals
Drive team to meet & exceed quarterly GDR quota
Effectively tracks progress to goals & KPIs - getting ahead of risk (CTAs), documenting customer goals & progress to them, and delivering value reviews consistently and regularly
Maintain relationships with executives at our largest partners
Assist team with renewals, identifying upsell opportunities and mitigating churn
Act as the direct supervisor of a team of Customer Success Managers, leading them to achieve personal development goals and grow within the organization
Build and maintain a library of training materials to onboard and develop team members
Synthesize the voice of Strategic customers from qualitative and quantitative feedback, share with leadership and cross-functional partners.
Leverage data and feedback for client reporting and informing the product roadmap.
Understand market trends and keep up-to-date with the latest developments and discussions impacting the industry.
Work closely with cross functional partners (like Marketing, Finance, Sales Ops) on materials and initiatives that impact CSM function
Work closely with cross functional teams to ensure client objectives are met and value is delivered via our product
Monitor customer engagement and progress to goals. View customer satisfaction as a top priority
Mentor, assist with account planning, performance management, metric pacing, pipeline generation, and forecasting for all team members