Manager, Customer Success - Remote

Overview

The Manager, Customer Success will lead the day-to-day functions and performance of a team of Customer Success Managers (CSMs) to ensure each team member achieves KPIs and goals for their named portfolios. The Manager, Customer Success builds scalable processes to and develops customer journeys that foster adoption, satisfaction, retention and contributes to Net ARR.

In Short

• Lead and mentor a team of Customer Success Managers, fostering a high-performance culture.
• Monitor and own key metrics, including churn, renewal rates, and customer health scores.
• Collaborate with Sales to align and influence expansion opportunities.
• Collaborate with Product teams to relay customer feedback and influence the product roadmap.
• Design and implement processes to scale customer success operations efficiently.
• Leverage data and analytics to predict customer needs and mitigate risks.
• Initially own a portfolio of a limited number of named accounts.

Requirements

• 5+ years of experience in customer success, account management, or a related field in a SaaS environment.
• 2+ years of experience managing or leading a team.
• Proven track record of driving customer retention and expansion in a B2B or B2G SaaS setting.
• Analytical skills with experience using CRM (e.g. Salesforce) and Customer Success platforms (e.g. Gainsight, Churnzero).
• Exceptional communication and leadership skills with the ability to influence cross-functional teams.
• Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
• Ability to thrive in a fast-paced, dynamic environment.

Benefits

• Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
• Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan for employees, covering up to 100% of your premiums or up to $800 monthly for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
• $1,000 HSA Contribution: PublicInput will contribute $1,000 annually (spread over each month) to an employee’s Health Savings Account (HSA).
• Pre-tax 401k: The company provides access to make pre-tax contributions to a 401k program.