Manager, Customer Success

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.

Key Responsibilities:

• Lead and mentor a team of SMB Customer Success Managers (CSMs) operating under a round-robin account assignment structure, aka the Pooled Team. 
• Develop and refine processes to ensure fair and efficient account distribution, maximizing customer engagement and success.
• Drive key customer success engagement metrics, including retention, expansion, and customer satisfaction.
• Implement scalable strategies to support a large number of SMB customers with varying needs.
• Collaborate with Sales leaders, Product Managers, and Support leaders to ensure a seamless customer journey and provide a positive customer experience.
• Leverage data and analytics to track team performance, customer health, and engagement strategies.
• Develop training programs and career growth plans for the Customer Success team.
• Advocate for customer needs internally, influencing product roadmap and service improvements.

Prepare a 30, 60, 90-day plan outlining key milestones, strategies, and goals for onboarding and team development.

Qualifications & Experience:

• Experience managing SMB customer segments in a high-touch or tech-touch model.
• Strong understanding of round-robin account distribution and workload balancing.
• Proven ability to build, mentor, and scale high-performing teams.
• Excellent communication and relationship-building skills.
• Analytical mindset with experience using data to drive strategy and decision-making.
• Ability to thrive in a fast-paced, growth-oriented environment.

 

In the United States the range is typically a salary of $100,000 to $110,000 + bonus + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included.

 

🏡 Fully Remote Work!

• $750.00 to set up your home office 
• $20 phone/internet monthly reimbursements 
• Virtual activities and in-person meet-ups
• Laptop and super rad swag provided 
• Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Rally

Why Shopmonkey? 

Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (benefits below are mainly for U.S. based, full-time employees) Other benefits vary upon location outside the United States, and employment status):

💪🏼 Health & Wellness 

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date 
• Short term and long term disability 
• Employee assistance program
• Reimbursement for a personal health and wellness membership 
• Generous parental leave 
• 401(k) available upon hire 

✈️ Time Off 

• 11 paid holidays 
• Flexible time off - take the time off you need! 

🥰 Giving Back 

• Matching donations for approved charitable organizations 
• Group volunteer efforts 

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