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Role Description

As the Manager, Enterprise Customer Success you will lead and develop a team of Enterprise Customer Success Managers. Enterprise Customer Success Managers (CSMs) are responsible for the post-sales customer experience including:

• Campaign onboarding and onboarding guidance with new customers
• Campaign performance and delivering on measures of success in regular business reviews with customers
• Overall customer & revenue retention for an assigned book of business

You have experience coaching and leading customer success personnel with a proven track record of driving department goals and upskilling individuals. You will work with team members to ensure employees achieve their performance goals through:

• Weekly 1:1’s
• Daily coaching sessions
• Development of skills, attitudes, and behaviors in monthly development sessions

You must be passionate about helping employees succeed and grow. You will also leverage your interpersonal and relationship skills to work cross-functionally with other departments to build better processes and tools to support your team. You are passionate, innovative, and have a high standard of results for yourself and others.

Qualifications

• 3-5 years of Management experience in Enterprise Customer Success, Account Management, or Sales required OR internal candidates in a senior level role with prior leadership experience
• Demonstrated experience in developing successful customer success management teams through enthusiastic leadership and motivational skills required
• Skilled in all aspects of the customer lifecycle from on-boarding to renewal, with strong client positioning and presentation skills
• Demonstrated experience analyzing employee and client performance data to optimize output and create meaningful change to drive positive results
• Easily builds rapport and establishes relationships with customers and colleagues
• Working knowledge of Microsoft Office (Excel, Powerpoint) and Google Suite products (Gmail, Slides, Sheets, Drive, etc.)
• Empathy and the ability to lead by example
• Diplomacy and strong cross-team collaboration skills
• Organized and reliable
• Strong drive and passion to achieve goals
• Excellent verbal and written communication skills
• Digital advertising and/or recruitment advertising experience preferred

Requirements

• Lead a team of Enterprise Customer Success Managers who own the post-sales component of the customer lifecycle
• Coach your team on presenting the value of performance results through story-telling with data during regular business review meetings
• Build & maintain customer onboarding, campaign optimization, and renewal playbooks to set the team up for success and provide a consistent client experience
• Develop customer onboarding and campaign optimization expertise across the team
• Work with the team to help them meet or exceed their/your Enterprise customer retention and revenue targets
• Ideate and execute improvements to CSM processes to achieve customer onboarding, retention, and growth goals
• Provide weekly reporting on the progress of your team; keep an open line of communication to senior management
• Conduct weekly coaching sessions with team members to affect positive change and retain top performers
• Work closely with sales management peers within your department and across the company to ensure alignment and optimal efficiency between teams
• Collaborate with the Product department to advocate for tools and enhancements that increase productivity and improve customer success
• Excel at people management: set clear expectations, review progress, provide feedback and guidance, and hold people accountable for delivering impactful results
• Partner closely with senior leadership to drive change management across the business

Benefits

• Competitive salary
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer-matched 401(k) plan

The US base salary for this full-time position is $120,000. Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.