Senior Manager, Customer Success

2 days ago

Chicago IL United States Corcentric Full time

As a Senior Manager, Customer Success at Corcentric, you will:

  • Lead and manage a team of Customer Success Managers (CSMs) to ensure the highest level of customer satisfaction, including leading team meetings, delivering training, and assigning projects.
  • Conduct regular performance reviews and professional development sessions to elevate team skills and performance.
  • Develop and implement customer engagement strategies that align with business goals.
  • Monitor and analyze customer health metrics to proactively address any issues and enhance customer experience.
  • Foster strong relationships with key stakeholders and customers to understand their business needs and objectives.
  • Identify upselling and cross-selling opportunities to drive revenue growth through existing customer accounts.
  • Implement and optimize customer engagement strategies that foster long-term loyalty and retention.
  • Collaborate cross-functionally with sales, product, and marketing teams to enhance the overall customer journey.
  • Track and report on relevant metrics (client spend analysis, trends, past results, renewals and upsell forecasts) and Key Performance Indicators (customer satisfaction and net promoter scores).
  • Track and report on Key Performance Indicators (KPIs) and relevant metrics regarding customer satisfaction, renewals and upsell opportunities and provide results and recommendations to the VP of Payment Operations.
  • Determine the timing and content of touch points along the customer journey to drive optimal adoption, improve customer experiences.
  • Lead continuous improvement initiatives of processes, procedures, tools, software enhancements, and communication channels that enable the team to produce positive results that enhance operational efficiencies and customer experiences.

You'll need to have:

  • A Bachelor's degree in business or a relevant field.
  • 7+ years of Customer Success experience in the SaaS space.
  • 3+ years of leadership experience, including directly managing a Customer Success team.
  • Strong Payments domain knowledge and relevant industry experience (Fintech, Banking, Payments, etc.).
  • Exceptional collaboration and interpersonal skills, with the ability to foster a team culture of engagement and achievement.
  • Demonstrated ability to build relationships and influence stakeholders at all levels.
  • Strong problem-solving skills, with the ability to think both strategically and tactically to negotiate and influence for positive outcomes.
  • Strong discernment, with the ability to effectively evaluate potential short- and long-term impacts, and make informed, sound decisions in support of department goals and initiatives.
  • Proficient MS Office experience, including MS Excel for effective reporting and data visualization and MS PowerPoint for creating and delivering quality presentations.
  • Familiarity with CRM software and customer success tools.
  • Ability to travel approximately 15% for client meetings and team-building.

It's great if you also have:

(Psst...Don't worry if you don't check all these boxes... we view this as helpful experience that can shorten ramp-up time)

At Corcentric, we know that the hard work of our employees is what drives the success of our organization. We care about who you are and what you value, both inside and outside of work.

We also recognize the importance of work-life balance and want to support your efforts to take care of your health and well-being and the health and well-being of those who depend upon you. In support of this, we are proud to offer a comprehensive benefits package to our full-time team members.

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