Customer Success Manager
HHAeXchange
Director of Customer Success
Mitratech
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Lead and manage a team with 6-10 direct reports.
- Recruit, train, mentor, and manage customer success managers and teams to deliver value.
- Develop and implement customer success strategies, including onboarding, engagement, and retention programs, to achieve key metrics like customer satisfaction, retention, and growth.
- Foster strong customer relationships, turn satisfied clients into advocates, and identify opportunities for upsell and cross-sell to expand business within the customer base.
- Translate strategy into performance requirements, processes, metrics, and technology.
- Work closely with product, sales, marketing, and other departments to ensure unified and positive customer experiences.
- Monitor customer health metrics, analyze customer feedback, and use data to inform strategic decisions, process improvements, and product enhancements.
- Oversee and optimize the entire customer lifecycle, from onboarding and adoption to long-term engagement and renewal.
- Drive long-term revenue growth and influence future lifetime value through increased product adoption, higher customer satisfaction, reduced churn, and increased customer advocacy.
- Perform other duties as assigned.
Requirements
- 5 to 7 years in a SaaS environment leading a Customer Success Team.
- Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.
- Knowledge of customer service practices.
- Technical aptitude and ability to learn software programs.
- Analytical and data driven analysis to optimize renewals, churn, upgrades and upsells.
- Experience developing and managing customer success programs at scale through automation (preferred).
- Experience leading both named portfolio and team-based customer success approaches (preferred).
- Experience with Salesforce (preferred).
- Experience with Tech-CSM solutions such as Gainsight, Totango or others (preferred).
- Effective communication, presentation and management skills.
- Exceptional self-starter skills and ability to manage issues and projects to completion.
- Proven leadership, oral/written communication and problem-solving skills.
- Solid PC skills including MS Word, PowerPoint, Excel.
- Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategiesonboardingengagementretention programsdata analysiscustomer health metricsSaaSautomationcustomer service practicestechnical aptitude
Soft skills
leadershipcommunicationpresentationmanagementproblem-solvingself-starterinterpersonal skillsanalytical skillsstrategic thinkingcustomer advocacy
Certifications
Bachelor's degree
