Customer Success Team Manager

The Customer Success Team Manager is a strategic problem solver, overseeing a team of Customer Success Managers (CSMs) and driving the execution of department-wide initiatives. This role focuses on developing and implementing data-based strategies to improve customer satisfaction, reduce churn, and identify opportunities for expansion.

Key Responsibilities:

• Lead, mentor, and develop a small and diverse team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth.
• Support CSMs by gaining insight into their individual strengths and goals, their specific accounts, and sharing experience with executing complex contract renewals, expansions, and upsells, collaborating with Sales and other teams to drive retention and growth.
• Develop and implement customer success strategies to improve satisfaction, retention, and expansion (Net Revenue Retention (NRR)), leveraging data to identify opportunities for improvement.
• Analyze customer data and health trends to proactively mitigate churn risks and identify opportunities for product and service improvements.
• Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency.
• Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement.
• Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials.
• Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.

Required Qualifications:

• 5+ years of experience in Customer Success, with operational control of a rapidly evolving environment.
• 2+ years of experience managing a team of customer success professionals.
• Sharp analytical skills and deep experience of customer success best practices within the technology industry, implementing effective processes that drive success.
• Experienced presentation skills, especially with data reporting internally and leading Executive Business Reviews (EBRs) externally.
• Ability to work effectively in a fast-paced, dynamic, and remote environment.
• Proven track record of driving customer retention, growth, and advocacy for end users.
• Strong understanding of the customer lifecycle and customer success principles, methodologies, and best practices.
• Excellent communication and interpersonal skills, both with external stakeholders and direct reports.
• Proficiency in using customer success platforms and CRM systems.

Nice-to-Have Qualifications:

• Experience with Gainsight, Planhat, and HubSpot.
• Familiarity with the Healthcare environment and a deeper understanding of the industry.
• Comfortability working with enterprise-level accounts.
• Previous strategic experience in guiding teams and accounts simultaneously.
• Bachelor's degree in Business Administration, Marketing, or a related field.

Not Suitable For:

• Individuals who are not analytical in problem-solving or unable to interpret data and create active solutions.
• Those who cannot delegate, lead, or are uncomfortable motivating a team and holding them accountable.
• People who require a step-by-step guidebook for decision-making.