Key skills
Customer SuccessSales
About this role
Role Overview
- Oversee day-to-day operations of the Customer Success Managers.
- Partner with various sales partners to ensure CSMs have a key alignment with sales.
- Develop the team as a distinct entity from the other CSM departments in order to align with business goals.
- Act as the internal champion of the customer experience, bringing visibility to customer feedback and aligning the cross-functional efforts needed to improve the customer journey.
- Act as the point person for any client complaint or escalation and see through resolution.
- Beat and exceed expectations set for key business metrics including csat, net promoter score, missing information rate, average selling price, and customer retention.
- Assist in team deployment of quarterly initiatives and new policies & procedures.
Requirements
- Bachelor’s degree or equivalent
- Minimum of 5 years of sales or support experience, of which 2+ years experience is in a customer success or client retention role.
Benefits
- Annual performance incentive bonus
- Long-term equity awards
- Comprehensive health benefits (medical, dental, vision)
- 401(k) with company match
- Generous paid time off and company holidays
- Additional wellness and work-life benefits