Manager, Customer Success

Unique Opportunity to Help Shape the Customer Success Vision for Leading Solutions Analytics Company

POSITION SUMMARY

The Manager, Customer Success is a manager role for the Global Customer Success Team that has direct reporting responsibility for the Americas Customer Success Team and indirect management responsibility for the EMEIA and APAC Customer Success Managers.  Under general supervision from the Sr. Director Global Customer Success, the Manager, Customer Success provides design, development, maintenance of the Customer Success Function.  They will be responsible for alignment and execution of the Customer Engagement Lifecyle (CEL) post sale in partnership with the Sr. Director Global Customer Success. These duties range from maintaining Customer Health tracking models, maintenance and execution of Quarterly Business Review Model (QBR), Customer Success Playbooks, and managing day to day activities for the Customer Success Managers. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

Customer Success

• Define and optimize Customer Engagement Lifecycle (CEL) by driving programs and initiative to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
• Oversee lifecycle processes/touchpoints, including documentation, customer profile design,  (e.g., on usage, NPS).
• Execute and enhance company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e.g., Marketing, Sales, Product/Engineering, etc.).
• Determine how to define, drive, and demonstrate quantifiable value (ROI).
• Provide monthly analysis of product adoption, NPS scores, etc.
• Implement a method/system to analyze customer health data + track ROI at scale.
• Understand why customer attrition is occurring and implement a process to remedy.
• Partner with Sr Director, Global Customer Success to set the overall vision and strategic plan for the Customer Success Management function, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
• Ensure that Customer Service Managers understand our customers' objectives and are delivering on them.
• Reduce churn and drive new business growth through greater advocacy and reference ability.
• Work with Customer Success Operations Manager to determine a process for giving the executive team ongoing access to performance metrics, noting key gaps and successes.
• Define and launch Customer Success onboarding and training.
• Provide management to the Customer Success Managers.
• Improve the effectiveness of Customer Success Managers by removing roadblocks while looking for opportunities to improve departmental processes.
• Mentor and train new team members.
• With guidance from Sr Director, Global Customer Success define and monitor metrics that measure departmental effectiveness.

 

Customer Support

• Manage customer escalations for key Customer Success accounts from your direct reports and follow a methodical escalation process to executive management.
• Ensure an environment amongst the Customer Success Team that encourages collaboration, information sharing, team-based resolutions, and a focus on resolving customer issues as quickly and effectively as possible.

Cross Functional Operations

• Partner with Customer Success Operations Manager to develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e.g., Marketing, Sales, Product/Engineering, etc.).
• Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks).
• Engage in Enablement Process in conjunction with Research and Design and Software Development teams to communicate feedback on roadmaps, enhancements, and new products in a timely fashion.
• Represent the voice of the customer on cross-functional teams.
• Participate in cross-functional and process team meetings; where applicable.

 

ADDITIONAL RESPONSIBILITIES

Perform task beyond the scope listed within this job description that are required to meet corporate and department objectives.

Participate in projects initiated by the Senior Director, Global Customer Success to improve Department.

 

LEADERSHIP RESPONSIBILITIES

Provide management for the Customer Success teams in these areas, with guidance from the Senior Director, Global Customer Success.