Customer Success Manager

• Create and implement CSM ROCKs (key priorities) and lead execution of the EOS framework within the team.
• Support CSMs in client strategy and implementation, including spot-checking and revising strategies as necessary.
• Collaborate with CSMs to develop upsell strategies that align with quarterly revenue targets.
• Address and coach on client escalations to ensure client satisfaction and retention.
• Conduct monthly churn post-mortem reviews to understand patterns and develop win-back strategies.
• Review HubSpot activity and address any irregularities weekly.
• Conduct performance reviews, providing coaching and mentorship to the CSM team.
• Lead the hiring process for CSMs and offer feedback to refine workflow and improve the candidate pool.
• Implement and lead training sessions and development programs.
• Conduct audits of Slack and email communications, ensuring clarity and accuracy in messaging.
• Monitor the completion of CSM daily responsibilities.
• Oversee and troubleshoot invoicing and billing procedures, enforcing best practices and resolving conflicts.
• Review potential credit or refund issues before escalation.
• Ensure the CSM team is well-versed in best practices for our tools and set up training sessions for updates.
• Stay informed on industry trends and emerging tools to keep our company competitive.
• Collaborate with the sales team to monitor and improve the sales-to-CSM handoff process.
• Conduct quarterly reviews of risk and compliance policies with the CSM team.
• Manage your own book of business, ensuring exceptional service and satisfaction.
• Implement personalized client strategies and liaise directly with clients to enhance partnerships.

Customer Success Team Lead

Senior CRM Manager

YouTube Strategist, Customer Success Manager