Senior Manager, Mid-Market Customer Success
Iterable
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $124,000 - $180,000 per year
Job Level
Senior
About the role
- Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
- Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
- Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
- Maintain a trusted advisor relationship with each assigned client
- Be on the front lines of solving any issues our customers may face
- Build, manage and motivate a highly effective Customer Success team
- Manage a small portfolio of customers as an individual contributor in addition to your management responsibilities
- Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission
- Proactively identify changes we can make to our application to make our customers' lives easier
- Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
- You'll have the responsibility of developing a Customer Success strategy which can be scaled for the company's growth
- Responsible for department management including staffing, training, performance management and career development of associates
- Create training materials and workshops to facilitate knowledge sharing and best practices
Requirements
- Bachelor’s degree or equivalent experience
- 5+ years of experience in a B2B customer success role with a fast-paced SaaS startup
- 3+ years of team building and management experience
- Demonstrated history of hiring and managing phenomenal talent
- You are a leader with deep experience in delivering complex solutions at the enterprise level
- Demonstrated ability to manage ambiguity and apply problem-solving skills
- Exceptional communication and interpersonal skills
- Desire to teach new customers about the platform
- Strong ability to understand technical concepts and problem solve
- Very strong empathy for the customer and drive to solve the problems they may face
- Willingness to travel up to 25% of the time
Benefits
- Paid parental leave
- Competitive salaries, meaningful equity, & 401(k) plan
- Medical, dental, vision, & life insurance
- Balance Days (additional paid holidays)
- Fertility & Adoption Assistance
- Paid Sabbatical
- Flexible PTO
- Monthly Employee Wellness allowance
- Monthly Professional Development allowance
- Pre-tax commuter benefits
- Complete laptop workstation
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
B2B customer successSaaSteam buildingperformance managementproblem-solvingmetrics trackingcustomer retentioncustomer expansiontraining material creationstrategic initiative development
Soft skills
communicationinterpersonal skillsleadershipempathyadaptabilityproblem-solvingmotivationrelationship managementteachingcollaboration
Certifications
Bachelor’s degree