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Customer Success Manager

4 months ago

Young America, United States The Ladders Full time
Job Summary

As a Customer Success Manager - Americas Lead, you will be responsible for leading and managing a team of Customer Success Representatives and a number of key customers. Your primary goal is to ensure that customers have a positive experience with the company's products or services and that their needs are met. You will collaborate with cross-functional teams to drive customer success and contribute to the overall growth and retention of the customer base.

Responsibilities

Team Leadership:
  • Lead and mentor a team of Customer Success Representatives.
  • Provide guidance, support, and training to team members.
  • Foster a positive and collaborative team culture.
Strategic Account Management:
  • Develop and implement strategic account plans aligned with the client's objectives and the company's goals.
  • Identify growth opportunities and collaborate with internal teams to develop strategies for account expansion.
  • Anticipate and address potential issues that may impact the client relationship or business partnership.
Customer Relationship Management:
  • Build and maintain strong relationships with key customers.
  • Work closely with customers to understand their goals, challenges, and expectations.
  • Proactively address customer concerns and issues.
Customer Success Strategy:
  • Develop and implement customer success strategies to drive customer satisfaction and retention.
  • Collaborate with other teams, such as Sales and Product, to ensure a unified approach to customer success.
Metrics and Reporting:
  • Track the defined key performance indicators (KPIs) for the customer success team.
  • Provide regular reports on team performance and customer satisfaction.
Customer Advocacy:
  • Identify opportunities for customer advocacy, testimonials, and case studies.
  • Encourage and facilitate customer referrals.
Continuous Improvement:
  • Continuously assess and improve customer success processes and workflows.
  • Stay informed about industry best practices and trends.
  • Continuously learn and build expertise across XTM group products, services and assigned customers.
Qualifications
  • Bachelor's degree in business, management or a related field.
  • Proven experience as customer success team lead, strategic/key accounts manager or similar.
  • Results-oriented with passion for customer success and experience achieving high levels of customer satisfaction.
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
  • Hands on experience with CRM software, CS platforms, and deep understanding of sales performance metrics.
  • Ability to analyze data and make data-driven decisions.
  • Ability to collaborate effectively with cross-functional teams.
  • Flexibility and adaptability to thrive in a dynamic and fast-paced environment.
Benefits:
  • Attractive commission scheme
  • A dynamic, international working environment
  • Training and personal development opportunities
  • Working with experts in the field of language technology and localization
  • Participation in international conferences and industry leading events
  • Remote working