Manager, Customer Success

Role Overview

• Manages a group of Customer Advocates, focused on a specific customer base.
• Ensures that the team environment is organized, professional, safe and performing at a high level of efficiency and effectiveness.
• Acts as an escalation and dispute resolution point within the team.
• May be asked to execute functional projects at times to support the customer and enable scalability while establishing strategic, long-term relationships to collaborate across different functions.
• Interfaces with the Sales Operations Teams and Technology & Innovation organization to enable process improvement and standardization of the Customer Success team operations.
• Participate in developing and implementing customer success strategies to increase customer retention, satisfaction, and loyalty.
• Attract, Retain, Build, and lead a team of Customer Success Partners to ensure high customer service and satisfaction levels.
• Responsible for ensuring that the Customer Success Partners build and maintain strong relationships with our customers, ensuring their satisfaction and maximizing their success with our products and services.
• Ensures the Customer Success Partners develop customer loyalty, retention, and advocacy through proactive engagement, effective problem-solving, and delivering exceptional support experiences.
• Work closely with sales, inventory, demand planning, supply planning, PMF teams, contracts/pricing, and overall operations teams to ensure alignment and smooth customer operations/transitions.
• Handles escalations of repeated issues reported from Customer Service and/or directly from our customers.
• Ensures the Customer Success Partners build and maintain strong collaborative relationships with internal customers – RSDs, AEs, and Operations Teams.
• Ensure team is maximizing top line dollars, by minimizing inventory impacts, out of stock, and product availability issues by investigating and proactive communication with customers.
• Drive Continuous Improvement culture within Customer Success.
• Identify opportunities for continuous improvement and implement necessary changes.
• Manage customer escalations effectively and proactively.
• Develop and maintain strong relationships with key customer stakeholders and internal customer partners – RSDs, AEs, CPS, and Sales Operations teams.
• Gather and analyze customer feedback, requests, and suggestions, act as a voice of the customer and provide valuable insights to internal teams for improvements.
• Analyze data and reports to identify improvement opportunities, noncompliance issues, or further training or development needs.
• Partner with Commercial Training Team to ensure that materials are updated according to business needs.
• Communicates with Sales Compensation on monthly variable pay incentive for direct teammates.
• Monitor customer health and engagement through key metrics and indicators, such as usage patterns, renewal dates, and customer satisfaction scores, take measures to mitigate churn risks, and drive renewals.
• Monitor other key performance indicators (KPIs) to measure the effectiveness of the customer success partners and direct team.
• Define and track customer success metrics, such as customer retention rates and customer satisfaction scores, to assess and report on customer success for direct team of customer success partners.
• Advocate for customer needs and insights within the organization.
• Ensures that various teammate performance metrics are being met for the team: resource planning, absenteeism, attrition, etc.

Requirements

• Bachelor’s degree in Business Administration or related field.
• Proven experience in a customer-facing leadership role.
• Understanding of customer success principles and customer lifecycle management.
• Prior people management experience
• large, complex, and/or cross-functional teams.
• Strong understanding of business and overall operations.
• Strong cross-functional knowledge and capabilities present within the Customer Care Organization.
• Proven leadership, managerial, interpersonal, and personal development skills required.
• Influential change agent.
• Demonstrated skills and confidence in proactively building relationships with top-tier partners/leaders both internally and externally.
• Energetic, flexible, collaborative, and proactive leader who welcomes challenges.
• Strong ability to communicate effectively and persuasively, both verbally and in writing.
• Manages time and resources effectively through strong organization, multitasking, delegation, time management, and project management skills.
• Works independently as a self-starter committed to delivering the highest level of customer service/support, quality and results.
• Anticipates problems and works proactively to solve them through creative thinking.
• Ability to clearly communicate, diffuse difficult situations, and authentically provide encouragement and recognition.
• Prior experience working in Life Sciences / Healthcare is strongly preferred but not required.

Benefits

• Comprehensive Healthcare Plan
• Medical, dental, and vision plans start on day one of employment for full-time teammates.
• Educational Assistance
• We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.
• Employer-Paid Life Insurance and Disability
• We offer employer-paid life insurance and disability coverage.
• Voluntary Supplemental Programs – We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.
• Support for your Growing Family – Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.
• Health Savings Account (HSA) and 401(k)
• We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.
• Paid Leave
• In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave – including parental leave.
• Well-Being – Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs – all at no cost to you.