Enterprise Customer Success Manager

23 hours ago

Phoenix, Arizona, United States ZipRecruiter Full time
Job Overview

We are seeking a highly skilled and experienced Manager, Enterprise Customer Success to lead and develop a team of Enterprise Customer Success Managers. This role is responsible for driving customer retention and growth, ensuring a seamless customer experience, and developing strategies to optimize customer success.

The ideal candidate will have a proven track record of coaching and leading customer success personnel, with a strong focus on developing skills, attitudes, and behaviors. They will work closely with the team to ensure employees achieve their performance goals through regular coaching sessions, development of skills, and monthly development sessions.

The Manager, Enterprise Customer Success will also leverage their interpersonal and relationship skills to work cross-functionally with other departments to build better processes and tools to support the team.

Key Responsibilities
  • Lead a team of Enterprise Customer Success Managers who own the post-sales component of the customer lifecycle
  • Coach the team on presenting the value of performance results through storytelling with data during regular business review meetings
  • Build and maintain customer onboarding, campaign optimization, and renewal playbooks to set the team up for success and provide a consistent client experience
  • Develop customer onboarding and campaign optimization expertise across the team
  • Work with the team to help them meet or exceed their/your Enterprise customer retention and revenue targets
  • Ideate and execute improvements to CSM processes to achieve customer onboarding, retention, and growth goals
  • Provide weekly reporting on the progress of your team; keep an open line of communication to senior management
  • Conduct weekly coaching sessions with team members to affect positive change and retain top performers
  • Work closely with sales management peers within your department and across the company to ensure alignment and optimal efficiency between teams
  • Collaborate with the Product department to advocate for tools and enhancements that increase productivity and improve customer success
  • Excel at people management: set clear expectations, review progress, provide feedback and guidance, and hold people accountable for delivering impactful results
  • Partner closely with senior leadership to drive change management across the business
Requirements
  • 3-5 years of Management experience in Enterprise Customer Success, Account Management, or Sales required OR internal candidates in a senior level role with prior leadership experience
  • Demonstrated experience in developing successful customer success management teams through enthusiastic leadership and motivational skills required
  • Skilled in all aspects of the customer lifecycle from onboarding to renewal, with strong client positioning and presentation skills
  • Demonstrated experience analyzing employee and client performance data to optimize output and create meaningful change to drive positive results
  • Easily builds rapport and establishes relationships with customers and colleagues
  • Working knowledge of Microsoft Office (Excel, PowerPoint) and Google Suite products (Gmail, Slides, Sheets, Drive, etc)
  • Empathy and the ability to lead by example
  • Diplomacy and strong cross-team collaboration skills
  • Organized and reliable
  • Strong drive and passion to achieve goals
  • Excellent verbal and written communication skills
  • Digital advertising and/or recruitment advertising experience preferred
What We Offer
  • Competitive salary
  • Exceptional benefits package
  • Flexible Vacation & Paid Time Off
  • Employer-matched 401(k) plan

The US base salary for this full-time position is $120,000.

Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.

ZipRecruiter is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or genetics.

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