Manager, Customer Success
DeleteMe
full-time
Posted on:
Location Type: Remote
Location: United States
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Tech Stack
About the role
- Manage and coach a team of CSMs, fostering a culture of high performance, collaboration, and continuous improvement.
- Conduct regular one-on-ones, performance reviews, and career development planning.
- Develop and deliver onboarding and ongoing training programs for the team.
- Define and refine the Customer Success strategy, including customer segmentation, engagement models, and success metrics.
- Analyze customer health data to identify risks and opportunities, and develop proactive intervention strategies.
- Work closely with Sales, Product, and Support teams to ensure a seamless and positive customer experience.
- Oversee customer renewals and expansion opportunities, working closely with the Sales team to achieve targets.
- Manage and optimize the tools and processes used by the Customer Success team.
- Track and report on key Customer Success metrics, including Gross Retention Rate, Net Retention Rate, and Customer Lifetime Value (CLTV).
- Act as an escalation point for critical customer issues.
- Participate in high-stakes customer meetings and executive business reviews.
- Gather and synthesize customer feedback to inform product development and company strategy.
Requirements
- Minimum of 5+ years of experience in Customer Success or Account Management
- Minimum of 2+ years in a leadership or management role.
- Proven ability to lead, motivate, and mentor a team.
- Exceptional written and verbal communication skills.
- Strong analytical and problem-solving abilities, with proficiency in using CRM and Customer Success platforms.
- Demonstrated experience in developing and executing customer success strategies.
- Deep knowledge and understanding of verticals highly impacted by data exposure, like threat intelligence/protective intelligence, executive protection, and/or cyber security.
- The ability to synthesize information and data, distill it into its most simple form and convey information to customers (internal and external) effectively.
Benefits
- Comprehensive health benefits - Medical, Vision, Dental
- Flexible work schedule
- 100% work from home
- Generous 401k matching up to 6%
- 20 days paid time off
- 15 sick days
- 12 company-paid holidays
- Childcare expense reimbursement
- Fitness and cell phone reimbursement
- Birthday time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategycustomer segmentationengagement modelssuccess metricscustomer health data analysisproactive intervention strategiesperformance reviewsonboarding programstraining programsCRM platforms
Soft skills
team managementcoachingcollaborationcontinuous improvementcommunication skillsanalytical abilitiesproblem-solvingmentoringcustomer feedback synthesisleadership