Team Manager, Customer Success
Appspace
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.
