Appspace

Team Manager, Customer Success

Appspace

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Job Level

SeniorLead

About the role

  • Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
  • Maintain a high level of team engagement and motivation
  • Effectively manage up to 10 team members
  • Serve as first escalation point for CSAT issues and employee process questions
  • Responsible for all of your team’s ARR
  • Report on churn risks and mitigation efforts
  • Account assignment and rebalancing
  • Data analysis to proactively identify areas for innovation and improvement within the CSM Team and drive collaborative developments within our existing playbooks
  • Be responsible for the metrics and results of your team
  • Serve as a coach and mentor, helping to develop the skills of your team so they are able to achieve their metrics and career goals
  • Develop, retain and motivate an existing team while recruiting for new members and continually raising the bar for talent and capabilities
  • Maximize efficiency in a constantly changing and growing environment
  • Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers
  • Coordinate with recruiting and internal teams to recruit, hire, and train new team members.

Requirements

  • 7+ years of experience working directly with customers and multiple internal departments
  • 3+ years of management experience, ideally leading high-performing customer success teams
  • Proven leadership ability to influence, develop and empower employees to achieve their best
  • Experience working effectively with all levels of management
  • Experience handling customer escalations
  • Self-motivated, entrepreneurial in nature and comfortable and experienced in change management
  • Excellent leadership, organizational and problem solving/decision making skills
  • Ability to manage multiple projects while maintaining strict attention to details
  • Ability to adapt quickly to new software and constantly changing business requirements
  • Use data to analyze results and make data-driven decisions
  • Ability to communicate effectively in small and large groups
  • Degree in Business, Computer Science/Information Technology or related discipline is preferred.