Manager of Enterprise Customer Success - [Remote]

Manager, Enterprise Customer Success

 

SumUp is a payments processing company focused on streamlining effective B2C loyalty and marketing through customer spending behavior. As demand continues to grow in the enterprise space, SumUp is looking for a strategic organized problem solver to join our team. In this role, you will be responsible for all business and operational objectives of your Customer Success team. You will be responsible for developing and adhering to KPIs, rep activity expectations & staying proactively in front of Customer needs/concerns. As such, you will also drive the creation and execution of strategies to achieve business goals, as well as collaborate across your direct team to explore innovative ways to identify and optimize growth levers such as expansion, upselling.

 

The ideal candidate thrives in an ambiguous environment where they are responsible for scoping and project management from the discovery phase to execution with relentlessly high standards and impeccable communication. As an advocate for our customers’ experience, you will also partner with senior leadership and teams across the company to drive planning processes, ensure successful execution of top priorities, and manage special projects critical to SumUp’s growth and retention plans.

 

How You Will Lead

• Actively manage your CSMs’ portfolio of initiatives while staying abreast to customer health trends. 
• Surface issues/risks, drive decisions, unblock teams and, in some cases, provide “hands-on” client management for projects that advance the Customer Success strategy.
• Align with & delegate workstreams to cross functional partners against common objectives, KPIs and plans to deliver outcomes for the improvement of the Enterprise department. 
• Design operating models and business practices to enable efficiency within direct team and fast innovation/effective decision making in collaboration with cross-functional stakeholders.
• Keeps senior executives informed by building content and presenting business reviews / initiative performance.

 

Key job responsibilities

• Coach, mentor, and develop a team of Customer Success Managers.
• Develop and identify the metrics that drive growth and improve the customer experience while scaling improvements that can benefit a large set of customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, partnering with external teams to align programs etc.
• Contribute to goal setting for your team to align with organizational goals and contribute to business strategy.
• Build and cultivate strong relationships with the client’s in your team’s portfolio along with internal stakeholders; be a trusted advisor and a business advocate while monitoring customer satisfaction.
• Manage recruiting and hiring efforts across direct team and broader organization
• Manage enterprise book of business to achieve revenue targets -> reducing churn and looking for new ways to drive increased investment from existing customers. 

 

Basic Qualifications

• 5+ years professional experience in Enterprise SAAS Customer Success/Account Management.
• 3+ years professional experience in leading Customer Success (or similar) teams while driving organizational goals.
• Previous success in developing KPIs & business plans in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.
• Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products.
• Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems.
• Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
• Comfortable creating & presenting analysis to cross-functional leads through presentation.
• Excellent verbal and written communication.
• Bachelor's degree or equivalent.

 

Preferred Qualifications

• Experience in E-Commerce, Payment Processing & B2C Marketing/Rewards.
• Experience in customer facing roles influencing C-suite executives .
• Has previously managed remote teams effectively.
• Proficient in analytical, account management, and productivity tools including Gong, Excel, Powerpoint/Slides, Captivate IQ, Salesforce, Tableau, and Confluence.

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