Customer Success Manager

• Lead, coach, and develop a team of Mid-Market CSMs to deliver exceptional service and value to our customers.
• Conduct regular 1:1s with CSMs focused on strategic account planning, performance evaluation, skill development and professional growth.
• Work with Customer Success leadership to ensure CSMs are equipped with playbooks, best practices, and processes that support customer health and retention.
• Guide your team in developing trusted-advisor relationships with key customer accounts.
• Resolve and manage the resolution of challenging escalated client requests and/or complex account demands.
• Partner with customer success leadership to improve tools, workflows, and reporting that enhance team effectiveness.
• Ensure CSMs effectively evaluate client datasets and coach team on turning data into insights and actionable recommendations.
• Join key customer business reviews focused on recommendations for program optimization and opportunities to expand the business.
• Collaborate with Sales, Marketing, Product, and Support to ensure a unified customer experience and successful delivery of customer outcomes.
• Ensure Mid-Market team attainment of both performance and activity-based goals on a quarterly basis and proactively engage resources available to guide team in achievement of them.

Manager, Mid-Market Customer Success

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