Manager of Customer Success

Submittable is a growing social impact platform used by thousands of companies, governments, and philanthropic organizations to manage their social impact programs and maximize their impact. We have helped big and small organizations worldwide run 134,000 programs and collect nearly 22 million applications to date. Grow your career at a public benefit corporation and Inc. 5000 fastest-growing company, while having a positive impact on people globally.

We are looking for a Manager of Customer Success to lead our team of Customer Success Managers. Our ideal leader brings a track record of success managing teams and supporting mission-critical solutions in the B2B SaaS software space with a consultative approach, excellent communication and relationship management skills, an ability to bring out the best in their team, and who genuinely enjoys working with clients to maximize their business outcomes.

At Submittable, our clients are the bedrock of our business. Our Customer Success team is dedicated to nurturing, educating, and renewing this critical client base while building a world class experience for our growing Enterprise customers. In the rapidly evolving world of social impact, we are constantly called upon to help our customers leverage insights to inform business decisions. We build an understanding of our customer’s missions and business goals, we help them overcome challenges and we seek opportunities to highlight the impact of Submittable on their ability to drive results. We work with organizations of all sizes across multiple industries. Our clients include the biggest names in tech and philanthropy, as well as thousands of midsize organizations across the globe, including non-profits, governments, universities, and corporations.

This role is a part of our Customer Success org and reports to the Vice President of Customer Success following a hybrid office model. 

What You’ll be Doing:

• Hire, coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities in partnership with the VP of Customer Success
• Conduct regular, value-added 1:1s & semi-annual performance reviews
• Provide weekly updates on renewal metric forecasts to the team
• Ensure Salesforce rigor and best practices
• Act as a point of escalation for client issues
• Provide enthusiastic support on calls/meetings, proposals, pitches and messaging as needed
• Provide product feedback that can be used to steer product development
• Help assess the educational needs of the team and feedback on these leading to specific practical activities
• Cross-collaborate with your peers and leaders across the organization
• Closely collaborate with the VP of Customer Success to ensure your team initiatives follow departmental goals
• Create an inspiring team environment with an open and clear communication culture
• Innovate and trial new things and provide feedback on their effectiveness
• Set and achieve clear team objectives
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Encourage creativity and educated risk-taking
• Suggest and organize team building activities (in conjunction with your peers across Submittable)

How You’ll Know You’re Killing it:

• Consistent Renewal Success: Meet or exceed quarterly Gross and Net Renewal targets
• ARR Growth across your team portfolio: Close collaboration between CS team members and their counterparts in Account Management and Professional Services
• Successful Relationship Building & Customer Engagement: An engaged segment of successful strategic customers (NPS, CSAT, testimonials, case studies)
• Growth & Development of your Team: An engaged and aligned team of individual contributors

How You’ll Make an Impact; Skills & Experience You Bring:

• A BA/BS degree or equivalent experience
• 7+ years of B2B enterprise software sales experience 
• A successful track record of working with a broad range of strategic customer accounts including a track record of expansion and growth across the portfolio
• Experience successfully managing a team of direct reports
• In-depth knowledge of customer success models performance metrics
• Prior exposure to SaaS environments, ability to adopt and understand new technologies quickly
• Outstanding organizational, time-management and decision-making skill
• Experience creating MSA’s and SOW’s, as well as facilitating the legal review
• Highly developed interpersonal and written/spoken communica