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Manager, Customer Success
4 months ago
Over 100 enterprises and mid-market companies worldwide, including industry leaders like Capgemini, Snowflake, and Hexaware, have adopted our person-based advertising.
Who we are looking for:
The Manager of Customer Success will lead and mentor a team of Customer Success Managers (CSMs) to ensure our customers achieve their desired outcomes while maximizing the value of our products and services. This role is crucial in building strong relationships with customers, driving customer retention and satisfaction, and achieving our growth objectives.
What you'll do:
- Lead, mentor, and develop a team of Customer Success Managers.
- Foster a customer-centric culture within the team and across the organization.
- Set clear performance expectations and provide regular feedback and coaching.
- Support CSMs in strategic conversations such as Business Reviews, Renewal and Expansion conversations.
- Develop and maintain strong, long-lasting customer relationships by understanding their business needs and objectives and thinking out of the box to execute on strategy.
- Ensure product adoption across customer base using health scoring metrics.
- Proactively address customer issues, identifying and mitigating risks to customer satisfaction and retention.
- Develop and implement customer success strategies that align with company goals and drive customer retention, expansion, and advocacy.
- Continuously evaluate and improve customer success processes, tools, and metrics.
- Collaborate with cross-functional teams (Sales, Marketing, Product, etc.) to ensure a seamless customer experience.
- Track and analyze customer success metrics (e.g. customer health scores, GRR, NRR, NPS) to identify trends and areas for improvement.
- Report on team performance and customer insights to senior leadership.
- Maintain a deep understanding of our products and services to effectively communicate value propositions to customers.
- Provide feedback to the product team based on customer insights to drive product enhancements and innovation.
- 6+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position.
- Proven track record of managing and developing high-performing customer success teams.
- Strong understanding of Customer Success KPIs/metrics, with experience putting together complex forecasts
- Strong verbal and written communication skills, with proven ability to deal with highly tense customer conversations.
- Experience with providing constructive feedback to CSMs, while continuing to motivate.
- Proven out of the box thinking, with clear impacts on retention and expansion.
- Bachelor's degree in Business, Marketing, or a related field would be a plus.
- Relationship-building: You thrive on building and nurturing relationships. You're deeply concerned with our team's success.
- Strategic collaboration: You're a collaborative leader who promotes a meritocratic approach. You understand the importance of sharing knowledge, both within your team and across departments.
- Technical skills: As a product expert, you must understand how our customers can utilize Influ2's product to their fullest potential.
- Time management: Meetings, team catch-ups, and various time zones. It's all about planning your day and setting priorities right.
- Problem-solving: The best fit for this role is someone who is constantly seeking out problems to solve, while also building/adapting processes to eliminate the root cause of the problems.
- Curiosity: It's about always wanting to learn. It helps you stay updated, understand clients better, and make the job more interesting. At Influ2, we highly appreciate a wide range of experiences and backgrounds. So, even if your history doesn't perfectly match our list, we would still be delighted to receive your application and learn more about you
- Startup Environment. Influ2 has a flat organization without hierarchy in communication. Horizontal communication is encouraged, and everyone's opinion is essential.
- Working alongside a fast-growing team of professionals distributed among ten countries, setting the new global B2B advertising standard, already adopted by Fortune 500 companies.
- Flexible working environment when it comes to your schedule and location preference. We don't have fixed working hours. Choose where and when you work.
- Progressive commission structure and performance bonuses.
- Generous and flexible PTO policy, which empowers you to take the time you need, ensuring you come back refreshed and ready to make an impact.
