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Sr. Manager, Client Success
Spiceworks Ziff DavisUnited Statesfull_timeVerifiedPosted 7 Mar 2025
💰 $120,000/yr
About the role
Who you are: As the Sr. Manager of Client Success at Spiceworks Ziff Davis, you will oversee a team of CSMs responsible for building and maintaining relationships with business-to-business (B2B) clients, ensuring they achieve maximum value from the company's products, and ultimately driving customer retention and expansion within the organization by proactively addressing their needs and fostering long-term loyalty. Moreover, you will play a pivotal role in providing strategic direction, mentorship, and support to the CSM team while collaborating with other departments to enhance customer relationships and drive business growth. You will foster a culture of excellence and client-focused success within the organization while strategically leading the CSM team to achieve key performance indicators (KPIs) and business goals. Key Responsibilities:Team Leadership:
- Lead and manage a team of CSMs by providing coaching, mentoring, and professional development to ensure their effectiveness in fostering client success.
- Oversee the CSM team's efforts to build and maintain strong client relationships, understand client needs, and proactively address their challenges.
- Work with senior leadership to develop customer success strategies that align with company goals, focusing on driving customer satisfaction, retention, and expansion.
- Set clear performance expectations, KPIs, and targets for the CSM team, monitor their progress, and provide guidance and support to ensure goals are met.
- Champion the voice of the customer within the organization, working to ensure that client feedback influences product development and company decisions.
- Collaborate with sales, marketing, and product teams to align customer success efforts with business objectives and provide cross-functional support.
- Handle and escalate customer issues that require higher-level intervention, ensuring prompt resolution and maintaining positive relationships.
- Monitor and analyze customer success metrics and data, using insights to guide decision-making and identify areas for improvement.
- Collaborate with the sales team to identify opportunities for upselling, cross-selling, and expanding the scope of services for existing clients.
- Stay updated on industry trends, customer success best practices, and emerging technologies, incorporating them into team strategies.
- Bachelor's degree in Business, Management, or related field (Master's preferred).
- 5+ years of experience in customer success or account management, with 2+ years in a leadership or managerial role.
- Strong leadership skills with the ability to motivate and guide a team toward achieving goals.
- Excellent communication, negotiation, and interpersonal skills.
- Analytical mindset with the ability to interpret data and trends.
- Proficiency in customer success software, CRM platforms, and data analytics tools.
- Ability to work collaboratively in a fast-paced, dynamic environment.
- Customer-centric mindset with a passion for delivering exceptional client experiences.
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