Senior Product Manager
Black Spectacles
Job Level
SeniorLead
About the role
- Lead, mentor, and develop a team of Customer Success Managers (CSMs), fostering career growth and high performance.
- Develop and execute strategies for churn mitigation and account expansion in partnership with Marketing, Sales, Product, and Revenue Operations.
- Define and track KPIs and strategic objectives aligned with revenue, retention, customer satisfaction, and customer health goals.
- Utilize analytics and customer data points to inform strategies, measure team performance, and enhance customer experiences.
- Collaborate on forecasting, staffing plans, and team-scale processes.
- Coach merchants on growth strategies and best practices for carrier diversification, inventory management, warehouse workflows, software optimization, and tech stack best practices.
- Build and maintain strong relationships with higher ship volume and revenue-producing customers; recommend and implement Auctane products and services.
Requirements
- 3+ years in a supervisory or management role within a software Customer Success, Account Management or Sales team.
- 7+ years of customer success or sales/account management experience.
- Experience managing 5-10 direct reports.
- SaaS experience, familiarity with onboarding, training, and post‑sales services.
- Analytical, process-oriented leader with demonstrated success in revenue-focused SaaS environment.
- Prefer experience with ecommerce, shipping and logistics or adjacent space.
- Prefer experience with a consumption based software product and services.
- Familiarity with CRM software, including Salesforce.
- Familiarity with reporting software, including Looker.
- Proficiency with Google Sheets, Slides, Docs.
- Experience with sales tools such as Gong, Salesforce Sales Engagement.
- Experience with customer engagement platforms such as Pendo, Segment, Gainsight.
- Additional physical/ability expectations: sit for prolonged periods, utilize wrists/hands for prolonged periods, walk short distances, stand short periods, speak and converse with others, lift up to 25lbs without assistance.
