Manager of Customer Success - Remote

Overview

We are seeking a dynamic and experienced Manager of Customer Success to lead our SMB /Pooled Segment of the Customer Success team, operating under a round-robin model. This role will focus on driving customer retention, adoption, and expansion. The ideal candidate is passionate about customer experience, adept at managing high-volume customer bases, and experienced in optimizing team performance through data-driven insights and strategic initiatives.

In Short

• Lead and mentor a team of SMB Customer Success Managers (CSMs).
• Develop and refine processes for efficient account distribution.
• Drive customer success metrics including retention and satisfaction.
• Implement strategies to support a large number of SMB customers.
• Collaborate with Sales, Product, and Support leaders.
• Leverage data to track team performance and customer health.
• Develop training programs for the Customer Success team.
• Advocate for customer needs internally.

Requirements

• Experience managing SMB customer segments.
• Strong understanding of round-robin account distribution.
• Proven ability to build and mentor high-performing teams.
• Excellent communication and relationship-building skills.
• Analytical mindset with data-driven decision-making experience.
• Ability to thrive in a fast-paced environment.

Benefits

• $750.00 to set up your home office.
• $20 phone/internet monthly reimbursements.
• Virtual activities and in-person meet-ups.
• Laptop and swag provided.
• Health, dental, vision, and life insurance benefits.
• Flexible time off and 11 paid holidays.
• Generous parental leave.
• 401(k) available upon hire.