Customer Success Manager
1 month ago
At Incident IQ, we are seeking a highly skilled and experienced Manager, Customer Success to join our team. As a key member of our Customer Success Organization, you will be responsible for overseeing a small team of Customer Success Managers (CSMs) to drive high-quality service delivery and client satisfaction through proactive account management and rapid customer response.
Key Responsibilities:- Liaison between CSMs and upper management to execute on strategies, disseminate information, provide training, and promote product awareness and retention efforts.
- Develop and maintain product knowledge through regular meetings and updates to the roadmap.
- Provide process improvement guidance as a thought partner to the CS Leadership Team.
- Reinforce best practices utilizing our current CS Tech-Stack.
- Actively participate in the hiring committee for the CS organization.
- Onboard and mentor new hires.
- Maintain product knowledge sufficient to allow for escalations and customer-facing communications as needed by their team.
- Monitor performance of CSMs, ensuring appropriate training and development is provided for the overall success of their team to meet or exceed OKRs.
- Manage a team of CSMs to establish a trusted/strategic advisor relationship with each assigned client and drive continued value of solutions.
- Continuously identify efficiency improvements and playbook refinement for a stratified customer segment model.
- Oversee CSM engagement with new customers during and after implementation to ensure alignment and product adoption.
- Collaborate with the Product, Marketing, and other teams to develop presentations and materials for both internal and client-facing needs.
- Participate directly in strategic and key large sales opportunities and/or renewal or retention meetings when needed.
- Proven experience in being an integral part of a CS organization.
- 2+ years of leadership experience is preferred.
- Strong strategic and analytical skills.
- Exceptional communication and presentation skills.
- Proficient in leveraging data and relationship development to drive success.
We offer a competitive salary based on experience, a comprehensive benefits package, and a dynamic work environment that fosters growth and collaboration. Incident IQ is an Equal Opportunity Employer.
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