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Sr. Manager of Customer Success

3 months ago

Little Ferry, United States Siteline Inc Full time

Siteline is looking for a Sr. Manager of Customer Success to join the team. As a foundational manager, youll have a unique opportunity to set strategy and build processes and tools for scale. Our Customer Success team is responsible for the entire post-sale customer lifecycle from onboarding, adoption, account management, and support to retention and renewals. Youll be at the helm, steering the vision and direction of the department to ensure a positive experience for all customers. What Youll Do Manage the Customer Success team as they engage with customers, build relationships, drive adoption and retention. While youre a keen manager, youll also manage customers yourself as you continue to refine the CS function. Responsible for coaching a high-performing team of Customer Success Managers Own the entire post-sale customer lifecycle including support and technical ticketing, renewals, and account management Develop strategy, process improvements, and tooling for continued growth and efficiency Develop and measure key team success metrics including adoption and engagement goals and report regularly to leadership Collaborate with cross-functional teams including Marketing, Sales, Product, and Engineering to ensure that the voice of the customer is represented in strategic decisions What We're Looking For 6+ years in customer success with 4+ years managing customer-facing teams in a SaaS environment Experience with 0 to 1 building and scaling customer success operations with a focus on customer accountability and delivering value Strong operations leader who is process and product savvy Strong people and performance management skills Analytical and process-oriented mind with the ability to think strategically along with willingness to execute and build from the ground up with a no task too small mindset Excellent written and verbal communication skills. Demonstrated ability to present to diverse audiences and effectively communicate with internal stakeholders and customers Customer-facing experience with a product that serves industries that are slow to adopt new technology is strongly preferred Bonus Points Familiar with Zendesk, Salesforce and Notion

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