Senior Manager, Mid-Market Customer Success

Iterable

5d•$124,000 - $180,000

About The Position

As the leader of Iterable’s Mid Market Customer Success team, you will be responsible for managing a team of Mid-Market ($80k - $250k ARR) Customer Success Managers making sure their customers are both happy and increasing their ROI from using the Iterable product. You will build meaningful relationships with both internal stakeholders and the customer’s executive decision makers. The role is ideal for an individual with very strong leadership and relationship building skills with the ability to navigate large organizations to identify key areas for retention and growth. Keeping customers happy and productive is core to our mission.

Requirements

Bachelor’s degree or equivalent experience
5+ years of experience in a B2B customer success role with a fast-paced SaaS startup
3+ years of team building and management experience
Demonstrated history of hiring and managing phenomenal talent
You are a leader with deep experience in delivering complex solutions at the enterprise level
Demonstrated ability to manage ambiguity and apply problem-solving skills
Exceptional communication and interpersonal skills
Desire to teach new customers about the platform
Strong ability to understand technical concepts and problem solve
Very strong empathy for the customer and drive to solve the problems they may face
Willingness to travel up to 25% of the time

Nice To Haves

Experience with email marketing, push or SMS software
Familiarity with technologies like APIs, HTML, CSS, and Javascript
Consulting experience

Responsibilities

Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
Maintain a trusted advisor relationship with each assigned client
Be on the front lines of solving any issues our customers may face
Build, manage and motivate a highly effective Customer Success team
Manage a small portfolio of customers as an individual contributor in addition to your management responsibilities
Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission
Proactively identify changes we can make to our application to make our customers' lives easier
Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
You'll have the responsibility of developing a Customer Success strategy which can be scaled for the company's growth
Responsible for department management including staffing, training, performance management and career development of associates
Create training materials and workshops to facilitate knowledge sharing and best practices