Sr. Manager of Customer Success

The job overview for the role of Sr Manager of Customer Success at NEXT is to lead and shape a high-performing customer success team, with a focus on delivering excellent customer service and driving customer retention and expansion. This is a hybrid role that requires working at least 2 days per week from the company's headquarters in Long Beach, CA. The successful candidate will be responsible for developing and implementing a customer success strategy, establishing and monitoring key performance indicators, and building strong relationships with key clients. They will also collaborate with cross-functional teams and act as a liaison between customers and internal team members.

• Create and implement a thorough customer success strategy & plan
• Establish and monitor KPIs for customer success
• Implement scalable techniques and optimize processes for improved client experience
• Lead, mentor, and motivate a group of customer success managers
• Establish performance standards, offer coaching, and conduct regular performance reviews
• Connect customer success strategies to business objectives
• Build strong relationships with key clients and act as their champion
• Proactively engage with clients to understand their needs and create tailored programs for success
• Identify opportunities for growth and expansion
• Develop account plans and strategies to increase revenue from current customers
• Collaborate closely with the product team

• Must have experience in leading and shaping a strong performing customer success team
• Ability to recruit, hire, train, mentor, and develop new team members
• Strong focus on customer excellence and delivering 24/7 customer support
• Responsible for net revenue retention goal for the entire team
• Track, analyze, and communicate key metrics and business trends related to Customer Success strategy
• Cross-functional collaboration with Sales, Product, Operations, Customer Support, and other teams
• Create and implement a thorough customer success strategy and plan
• Establish and monitor KPIs for customer success, such as client happiness, retention, growth, and advocacy
• Implement scalable techniques and optimize processes to improve client experience
• Promote a positive and high-performing culture within the customer success team
• Develop strong relationships with key clients and act as their internal and external champion
• Proactively engage with clients to understand their requirements, difficulties, and aspirations
• Identify opportunities for development and expansion and perform routine business reviews
• Collaborate closely with the product team
• Must be located in or willing to work from the company's headquarters in Long Beach, CA for at least 2 days per week.

• Competitive salary ($148,000 - $160,000 annually)
• Full Medical, Dental, and Vision benefits
• 401k with company match
• Generous PTO
• 11 paid holidays
• Paid parental leave
• Lifestyle benefits, such as Sworkit, RocketLawyer, Working Advantage, and pet insurance discounts through Nationwide
• Fun extras: open office with beautiful view of the port of Long Beach, unlimited snacks, and monthly catered lunches