Senior Manager of Customer Success

3 weeks ago

Wisconsin Rapids, Wisconsin, United States Crisis Prevention Institute Full time

About the Role:

The Senior Manager of Customer Success is a key leadership position at Crisis Prevention Institute, responsible for leading and managing a team of Customer Success Advocates (CSAs). The role's core responsibility is to plan client retention strategies and account strategies that increase revenue, ensuring that the CSAs are engaged, proactive, and goal-oriented, driving the retention and growth of their accounts.

This role will develop strategies to meet account management goals, fostering a positive and competitive team environment, creating incentive plans, and motivating the team. The Senior Manager of Customer Success must work independently and cross-functionally, demonstrating self-motivation, proactivity, and true collaboration.

Key Responsibilities:

  • Lead, develop, and mentor a team of Customer Success Advocates to achieve high performance.
  • Ensure a high level of correspondence and communication with clients.
  • Ensure Customer Success Advocates are engaged and proactive in their roles.
  • Set clear goals and expectations for the Customer Success team, monitoring performance and providing regular feedback.
  • Develop and implement strategies to retain and grow accounts, ensuring customer satisfaction and achieving revenue targets.
  • Foster a positive and competitive team environment.
  • Create and manage incentive plans to motivate the Customer Success team.
  • Provide support and help drive client growth by partnering with the Sales department in new sales activities.
  • Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.

Requirements:

  • Bachelor's degree
  • Seven years or more work experience leading Account Management teams
  • Experience working with sales and account management technologies, including customer relationship management (CRM) systems
  • Experience developing, teaching, and implementing proven, repeatable, scalable methods to maintain and grow accounts
  • Proficiency with Microsoft products including Outlook, Word, Excel, PowerPoint, and Teams
  • Ability to work independently and cross-functionally as a great team member
  • Ability to retain and grow accounts, achieving revenue targets
  • Ability to create and manage incentive plans
  • Excellent teambuilding skills with the ability to attract, develop, and retain a high-performing team
  • Outstanding leadership skills with the ability to delegate responsibilities and authority effectively and to encourage individuals to decide how they will accomplish their goals and resolve issues
  • Well-developed interpersonal skills, including negotiation, writing, speaking, and listening skills
  • Self-motivated, proactive, and unafraid to take initiative
  • Strong business acumen and strategic thinking ability

Preferred Qualifications:

  • Experience working in account management within the education and/or healthcare fields

What We Offer:

  • $100,000 - $115,000 annual salary
  • Annual company performance bonus
  • Comprehensive benefits package
  • 401k
  • PTO
  • Health & Wellness Days
  • Paid Volunteer Time Off
  • Continuing education and training
  • Hybrid work schedule

Crisis Prevention Institute is an Equal Opportunity Employer:

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, diversity of thoughts and beliefs, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law.

The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

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