Manager, Customer Success
Acuity, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $135,000 - $143,000 per year
Job Level
Mid-LevelSenior
About the role
- The manager of customer success will lead a team of CSMs who directly partner with customers to ensure adoption, value, and success in leveraging HR Acuity.
- Responsible for team management to include coaching, employee development, and performance management to ensure a high-performing customer success function.
- Develop customer engagement strategies to build on our customer experience journey and ensure the team is engaging strategically with customers to drive adoption, mitigate risk and deliver more value to customers.
- Monitor and forecast retention and observe critical trends, themes and areas of opportunity.
- Hold the team accountable for engagement outcomes, retention targets and risk mitigation.
- Focus on creating sustainable efficiencies and productivity across the team.
- Identify gaps in processes and strategy and develop improvements for scale and impact.
- Support calls with customers to serve as leadership point of contact in customer engagements, enabling the team to build & nurture strategic relationships, ensure adoption and drive customer outcomes.
- Collaborate cross-functionally with HR Acuity’s account management, support product and engineering teams to ensure timely, accurate and positive experience for customers.
- You’ll be responsible for ensuring the team is appropriately trained to handle customer interactions while identifying areas of opportunity to coach and upskill the team.
- You will collaborate closely with customer success leadership to manage projects and execute strategic initiatives that drive scalability, growth, and customer retention.
Requirements
- A minimum of 5 years of related experience with at least 2 years of direct management of a B2B customer success team.
- Proven success in leading high-performing teams, achieving results through others and team management to consistently achieve team goals.
- Experience building and scaling as a leader in a hypergrowth setting, with demonstrated history of developing people and achieving results.
- Passionate about problem-solving for customers, relationship building and creating customer loyalty by delivering a customer experience second to none.
- Ability to effectively communicate with customers, build relationships, and uncover opportunities with a value-based approach, as well as communicate with and influence multiple layers within organizations, including Senior Leadership through C-level.
- Previous experience with HR, ER, TA or related SaaS solutions is a plus.
Benefits
- Stay healthy and happy with our comprehensive medical, dental and vision plans.
- You can also choose from FSA or HSA options to suit your needs.
- Save for your future with our 401K plan that matches your contributions.
- Enjoy paid leave for various life events, such as sickness, disability, or parenthood.
- Own a piece of the company with our #Allin Shares Program.
- Take a break from work with our unlimited PTO policy to refresh and recharge.
- Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays* and half day first Fridays*, and 8 hours of volunteer time.
- Earn extra cash by referring qualified candidates to join our team.
- Access professional and personal support through our employee assistance program.
- Work from anywhere with our remote work environment that fosters collaboration and creativity.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
team managementcoachingemployee developmentperformance managementcustomer engagement strategiesrelationship buildingproblem-solvingcommunicationinfluencingstrategic thinking