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Manager, Customer Success Managers
1 month ago
The Role Bitly is looking for a Manager, Customer Success Managers - SMB & Mid-Market to build, maintain, and grow strategic relationships with our top SMB and Mid-Market customers. You will be responsible for managing our SMB and Mid-Market Customer Success Team as well as leading strategic initiatives aimed at maximizing adoption, retention, and overall customer lifetime value at scale. The ideal candidate is a strong leader with industry expertise who has a proven track record of success both in interacting with a high volume of clients as well as growing and leading a team. This role reports directly to the Senior Director of Customer Success. The ideal candidate is a strong team player and collaborator with a passion for driving a top-notch customer experience and building exceptional and long-lasting customer relationships. What You'll Do Exceptional relationships Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy, technical environment and measures for success Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as product management, sales, marketing, legal, engineering and finance Customer delight Set, measure and achieve or exceed client retention and upsell/cross sell quotas Accurately forecast renewal, upsell and cross sell pipeline through effective proactive account management Identify and pursue client upsell opportunities, within and outside of their existing use case, to grow your book of business. Where appropriate, partner with sales on strategic deals Anticipate at-risk accounts to mitigate retention risk through client action plans and training on a high volume of accounts Lead World-class Customer Success Teams Lead a team of high potential CSM’s responsible for all stages of the customer success process: onboarding, training, customer success management, renewals, cross-sell / up-sell, customer support, and advocacy Set clear objectives, provide ongoing feedback, and support career development for team members. Attract and recruit new team members Foster strong collaboration within the team and with other company stakeholders Encourage continuous learning and a culture of coaching within the team Teach and learn from best practices in the customer success ecosystem Process Make Bitly the best in the business by continuously improving processes in the Customer Success organization and when needed, assisting to train new hires Take the initiative to document best practices and sharing successes with the team Who You Are Minimum of 2 years in a CSM Leadership or Sales Leadership role Have strong leadership skills with the ability to motivate and inspire a team to achieve results Customer-first mentality and talent for building strong relationships with clients and colleagues Experience working cross-departmentally (with sales, front-line customer service, product, engineering) to serve the needs of customers Experience using Gainsight and Salesforce or similar CRM software Ability to prioritize and manage expectations within a fast-paced environment Excellent written and verbal communication and presentation skills Demonstrated experience and passion for social technologies and SaaS space Eligibility & Closing US applicants must be currently authorized to work in the United States on a full-time basis. *** Must live in or be willing to relocate to one of the following states to be eligible for hire: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Louisiana, Massachusetts, Michigan, Minnesota, New York, New Jersey, North Carolina, Pennsylvania, Texas, Vermont, Virginia, Washington *** #J-18808-Ljbffr
