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 achieving net revenue retention goals. This is a hybrid role that requires working at least 2 days per week from the company's headquarters in Long Beach, CA. The role involves collaborating with various teams, such as Sales, Product, Operations, and Customer Support, to ensure a seamless customer experience and act as a liaison between customers and internal team members. The successful candidate will be responsible for developing and implementing a customer success strategy, establishing KPIs, building strong relationships with key clients, and identifying opportunities for growth and expansion.

• Create and implement a thorough customer success strategy & plan that is in line with the goals and vision of the business
• Establish and monitor KPIs to monitor measures for customer success, such as client happiness, retention, growth, and advocacy
• Implement scalable techniques and seek out chances for process optimization to improve the overall client experience
• Promote a positive and high-performing culture by leading, mentoring, and motivating a group of customer success managers
• Establish precise performance standards, offer ongoing coaching, and carry out regular performance reviews
• Work with cross-functional teams to connect customer success strategies to business objectives, such as sales, marketing, and product
• Develop and build strong bonds with key clients, acting as both an internal and external champion for them
• Engage with clients proactively to learn about their requirements, difficulties, and aspirations in order to create programs that are specifically designed to help them succeed
• Find opportunities for development and expansion, be obsessed with client satisfaction and perform routine business reviews
• Develop account plans and strategies in conjunction with the sales team to increase income 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 delivering customer excellence 24/7
• Ability to 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 champion
• Proactively engage with clients to understand their requirements, difficulties, and aspirations
• Identify opportunities for development and expansion
• Collaborate closely with the product team
• Develop account plans and strategies to increase revenue from current customers

• 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