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Manager of Customer Success

2 months ago

Other US Location Security Innovation Full time

Security Innovation is looking for a creative, energetic, and data-driven Customer Success Team Lead to mentor and manage our Customer Success Team. This is a player/coach role that will report to our Vice President of Global Sales. This person would best understand the needs of our customers and ensure they get the most value out of our solutions.

About the Role:

  • Provide guidance, coaching, and mentorship to ensure that the Customer Success Team delivers consistent and exceptional service while achieving their individual goals.
  • Help mitigate churn and drive the customer experience and overall satisfaction.
  • Align with the Sales Team to drive upsells and renewals.
  • Collaborate with senior management to establish clear goals and key performance indicators (KPIs) for the Customer Success Team aligned with the company's objectives.
  • Predict, develop, and implement strategies to drive customer adoption, retention, and satisfaction, including customer onboarding processes, proactive outreach campaigns, and customer success initiatives.
  • Foster cross-functional collaboration with other departments such as sales, product development, and support to ensure a seamless customer experience and alignment between customer needs and company offerings.
  • Monitor the performance of the Customer Success Team against established KPIs and provide regular reports to senior management on key metrics such as customer satisfaction, retention rates, and upsell/cross-sell opportunities.
  • Analyze customer feedback and data to identify trends, patterns, and areas for improvement in the product or service, as well as in the customer experience journey.
  • Leverage metrics to include churn score, net and gross retention, adoption and engagement.
  • Handle escalated customer issues and ensure they are resolved promptly and effectively, while also identifying root causes and implementing proactive measures to prevent similar issues in the future.
  • Continuously seek ways to improve the effectiveness and efficiency of the Customer SuccessTeam and its processes through feedback, experimentation, and implementation of best practices.

Qualifications:

  • Minimum of 5 years of experience in customer success, account management, or related role, with a minimum of 2 years' experience in a leadership role.
  • Proven track record of driving customer success and retention in a B2B environment.
  • Metrics and revenue driven for success.
  • Strong leadership, communication, and interpersonal skills.
  • Excellent problem-solving and decision-making abilities.
  • In-depth knowledge working with Customer Success tools such as ChurnZero and Salesforce.
  • Experience working at an eLearning company or cybersecurity company a plus.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • Experience partnering with a sales team to ensure full-service sales and support to clients.

We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes.