Manager, Mid-Market Customer Success

2 months ago

Cedar Hills, United States Kenect Full time

About Us As the Manager of the Mid-Market Customer Success Team, you will be responsible for leading and overseeing a team of customer success managers who are focused on delivering exceptional service and value to our Mid-Market-level customers. Your primary goal will be to ensure Mid-Market Revenue Retention and achieve Revenue Growth targets, in addition to elevating customer satisfaction and overall experience within the team's portfolio. About This Role As the Manager of the Mid-Market Customer Success Team, you will be responsible for leading and overseeing a team of customer success managers who are focused on delivering exceptional service and value to our Mid-Market-level customers. Your primary goal will be to ensure Mid-Market Revenue Retention and achieve Revenue Growth targets, in addition to elevating customer satisfaction and overall experience within the team's portfolio. What You Will Be Doing Lead and manage a team of customer success managers, providing guidance, coaching, and support. Set clear goals and objectives for the team and individuals, aligning them with organizational strategies and customer success metrics. Foster a collaborative and positive team culture, promoting knowledge sharing and continuous learning. Coach CSMs to develop strong relationships with key stakeholders within their customer base. Identify and monitor customer business objectives, outcomes, and challenges, and proactively identify value-driving opportunities. Create and execute tailored customer success plans in collaboration with the team. Define and implement the customer success strategy for mid-market customers, aligned with the company's vision. Collaborate with cross-functional teams to ensure seamless customer experiences and successful outcomes. Monitor and analyze customer success metrics, providing insights for improvement. Track team performance against key metrics, taking proactive measures to address gaps. Implement customer success processes, best practices, and tools to optimize team efficiency. Conduct regular one-on-one meetings, team meetings, and performance evaluations to support professional development. Skills & Qualifications 1+ years of experience leading a customer success team, preferably within a SaaS company. Strong leadership and people management skills, with a track record of successfully leading and developing high-performing teams. Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers and internal stakeholders. Strategic mindset with the ability to think analytically and translate customer insights into actionable strategies. Results-oriented and customer-focused, with a commitment to delivering exceptional service and driving customer success. Knowledge of customer success metrics and methodologies, and experience in implementing and measuring customer success initiatives. Our Company Values We Hope You Showcase Get Things Done Learn Fast, Go Fast Above and Beyond Be Optimistic Team is Family Be Direct What

Kenect Offers Health, Dental, Vision, Life & Disability Insurance Your birthday is a paid day off Onsite gym Breakroom full of snacks and drinks Convenient location next to freeway entrance/exit We believe in hiring self-motivated team members who can run alongside us without needing to be “managed” along the way. Yes, we have managers and 1:1s. Yes, we believe in giving open two-way feedback. We also believe in having team members that can run without the daily guidance that some companies prefer. Legal Disclaimer Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.

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