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Senior Manager of Customer Success
2 months ago
Overview:
As the Senior Manager of Customer Success, you will play a pivotal role in driving the success and satisfaction of our customers. You will lead a team responsible for retention and adoption strategies, ensuring that our clients maximize the value of our products/services. Your strategic mindset, leadership abilities, and customer-centric approach will be crucial in maintaining strong relationships and fostering growth opportunities within our customer base.
Responsibilities:
- Lead, mentor, and manage a team of customer success professionals, fostering a culture of excellence, collaboration, and customer-centricity.
- Provide guidance, support, and training to ensure the team achieves retention and adoption goals effectively.
- Develop and execute strategies to enhance customer retention rates, reducing churn and increasing overall customer lifetime value.
- Analyze customer data, feedback, and trends to identify areas for improvement and implement proactive retention initiatives.
- Work cross-functionally with sales, marketing, and product teams to align strategies that contribute to customer satisfaction and loyalty.
- Drive product adoption by creating tailored onboarding processes, training programs, and resources to educate customers on product features and best practices.
- Collaborate with the product development team to gather customer feedback and advocate for enhancements or new features that improve user experience and adoption.
- Cultivate strong relationships with key stakeholders and decision-makers among our client base, acting as a trusted advisor to understand their needs, challenges, and objectives.
- Advocate for customers internally, ensuring their voice is heard across various departments to drive improvements and address concerns promptly.
- Establish and monitor KPIs and metrics related to customer success, regularly reporting on team performance, customer health, and retention initiatives' effectiveness.
- Utilize data-driven insights to assess and refine strategies, optimizing customer success operations.
Experience & Qualifications:
- Bachelor’s degree in Business Administration, Marketing, or a related field; Master’s degree preferred.
- Proven experience (5+ years) in leading customer success management or similar role within a B2B or SaaS environment.
- Strong leadership and team management skills with the ability to motivate and develop high-performing teams.
- Excellent communication, presentation, and interpersonal skills to engage with stakeholders at various levels.
- Analytical mindset with proficiency in leveraging customer data and CRM tools (Salesforce.com) to drive informed decisions.
- Demonstrated success in implementing customer success strategies that lead to increased retention and adoption rates.
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