Manager, Customer Success Management

Your Title: Manager, Customer Success Management

Job Location: Westminster, CO; Portland, OR; Remote - US

Our Department: Construction Enterprise Solutions

Trimble strives to continually improve our customer experience, ensuring that we put the customer and users at the center of all that we do.  In order to achieve this, the Customer Success team focuses on our customer base to ensure deep adoption of our technologies, improving strong retention and growth in customer accounts across the globe. We are in an exciting part of our journey to grow the Customer Success muscle at Trimble and are looking for a results-driven Manager of Customer Success Management to lead, coach and inspire a team of CSMs in our Americas region who focus on empowering the success of their customers and ultimately retaining and growing customers by ensuring a high level of customer engagement and satisfaction.

Reporting to the Director of Customer Success Management, the Manager of Customer Success Management will be a first-level leader responsible for managing a team of CSMs for Trimble’s Construction sector. The Manager will be expected to not only manage/coach the team but also lead initiatives to support and strengthen the Customer Success model. 

Our CSMs coordinate the post-sale experience for Trimble Construction customers, enabling them to achieve their desired outcomes and be successful. CSMs do this by driving product adoption, aligning resources, developing success plans, proactively mitigating risk, and identifying opportunities for expansion.Thus, the goal of Customer Success is to increase software value realization and usage, drive adoption, gain deeper understanding of our customers and their business needs, improve retention, and find business expansion in our accounts. This Manager role is vital to establish and build best practices for upleveling our CSM skillset and creating a mature customer engagement culture.

What You Will Do

• Manage a team of Customer Success Managers through coaching, delivering outcomes, and working cross-functionally across Trimble’s Construction sector

• Lead your team to deliver outstanding experiences that drive strong customer adoption, value realization, retention, expansion, and referrals

• Coach team on genuine and positive customer engagement methodologies, including monthly check-ins, substantive Executive Business Reviews, and developing demonstrable knowledge of customer’s business, goals, and priorities

• Hire, coach and develop a group of high-performing team members

• Demonstrate a strong working knowledge of Trimble’s construction solutions to be able to communicate the value of our products to our customers

• Increase product utilization and customer lifetime value through success plans, customer satisfaction, active listening and overall health scores

• Leverage reporting to develop data-driven insights on customer behavior

• Act as a point of escalation in customer escalations by working with the customer and teams across the organization to address the issue in a mutually beneficial way

• Partner with Customer Success leadership to identify and address gaps in existing processes, keeping customer and employee experience at the center of what we do

• Develop and share metrics to measure the effectiveness of your CSMs in meeting department goals

• Be an internal customer champion

• Grow strong internal relationships across Sales, Support, Product, Professional Services and other departments to drive customer success

What Skills & Experience You Should Bring

• Minimum 1-2 years experience leading Customer Success teams in a recurring-revenue SaaS environment

• Minimum 2-3 years of experience as a CSM or Account Manager in a SaaS company

• Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale

• Proven experience driving software adoption, expansion, and building customer success best practices

• Looking for a natural problem solver, who is results-oriented and committed to the development of their team

• Demonstrable experience of setting stretch goals and coaching a team to attain and retain top performance  

• Strong understanding of high value touch points with customers, including Executive Business Reviews, that drive deeper customer engagement 

• Excellent communication, presentation (written and oral), and organization skills a must

• Positive, never fail attitude

• Proficiency in Salesforce and G-Suite

About Your Location

Under a flexible work arrangement, this reso