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Manager, Customer Success
4 months ago
Extensiv is a visionary technology leader focused on creating the future of omnichannel fulfillment. Through our unrivaled network of more than 1,500 connected 3PLs and a suite of integrated, cloud-native warehouse, order, and inventory management platforms we allow modern merchants and brands to fulfill demand anywhere with superior flexibility and scale without painful platform migrations.
The Customer Success department at Extensiv exists to help our customers derive as much value out of our software as possible. Whether that means strategic account planning, selling additional products or helping to navigate through a support case, we are here to assist our customers in any and every way.
**The Role**:
The Manager of Customer Success will lead a team of high performing Customer Success Managers. Providing the teams with the necessary tools, support, and leadership. You will ensure they are enabled to perform value-driven activities centered around driving product adoption, promoting customer advocacy, increasing customer retention & satisfaction, and expanding our partnerships with customers. You will collaborate across the organization on account strategy to drive customer business outcomes and influence customer retention. The Manager, Account Services will deliver on our customer advocacy, retention and upsell objectives, by taking a customer centric approach to drive adoption and value realization within customer base and enhancing overall customer satisfaction.
**What You Will Do**:
- **Customer Success Leadership** - Provide leadership and day-to-day management to a team of high-performing Customer Success Managers focused on delivering value, fostering expansion, ensuring retention, mitigating churn and helping customers achieve desired outcomes.
- **Customer Escalations** - Serve as the escalation point for complex technical client issues. Through effective communication with key client stakeholders, drive business outcomes that strengthen the Extensiv-customer partnership.
- **Data/Analytics **- Contribute to revenue forecasting to help team drive towards KPI’s. Monitor, analyze and act on trends in customer operational metrics to keep senior leadership informed and to drive results across the customer journey.
- **Cross-Department Leadership** - Serve as an active member of the Revenue Leadership team building strong, collaborative relationships throughout the Support, Professional Services and Sales organizations.
- **Voice of Customer** - Act as the steward of our customers’ experience, advising leadership and orchestrating more cohesion across our customer facing organizations.
- **Strategic Building** - Develop and enact customer-centric processes and playbooks to mature our customer success offerings and scale our growing business throughout the customer lifecycle.
**You Bring/Are**:
- 5+ years experience leading a customer success or account management team
- B2B and SaaS experience
- Track record of implementing customer centric strategies and account plans
- History of meeting or exceeding team KPI’s such as churn reduction, upsell, eNPS, etc
- Ability to mentor, inspire and lead a team of high performers
- An eye for continuous improvement
- Proven track record interfacing with client stakeholders of all seniority levels to understand and translate between business and technical requirements and value.
- Strong analytical and structured problem-solving capabilities and a proven track record of working with various technical systems and quickly adapting to new technologies.
- Excellent communication skills with a proven ability to build and maintain relationships
- Data driven and thrive in a fast-paced environment
**Bonus Points If You Have**:
- Experience in the logistics, ecommerce or warehousing industry
- Experience using a customer success platform (Gainsight, Catalyst, Totango, ClientSuccess)
- Bachelor’s degree in business or related field preferred
**About Us**:
We value and understand our employees' needs for a healthy work life balance. In doing so we offer:
- Generous and flexible paid time off plan
- Summer Friday's and Meeting-free Wednesday afternoons
- Paid parental leave policy
- Employee resource groups
- Medical plans from your choice of providers including Kaiser and Cigna
- Employee equity program
To create the highest performing team of professionals, Extensiv focuses on recruiting a dynamic, diverse, and inclusive team that represents our customers and greater communities. To increase diversity, Extensiv's recruiting and hiring efforts focus on attracting individuals that are diverse in thought, experience, age, race, ethnicity, gender identity, sexual orientation, religion or belief, nationality, disability, veteran status, and any other protected status.
Teams at Extensiv are expected to empower, engage, and hold their peers accountable for nurturing an inclusive environment where every individual has an equal opportunity to advance and be f
