Senior Client Success Manager
DailyPay
Senior Customer Success Team Manager, Mid-Market
monday.com
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Lead a team of Mid-market High-Touch Customer Success Managers
- Set the vision, create processes and best practices for the MM HT CS team
- Grow and develop the team through coaching, training, and process improvement
- Drive day-to-day execution to exceed business retention and growth targets
- Create and identify strategies to proactively address risks and opportunities related to adoption, engagement, and retention
- Collaborate on account plans and reviews with Account Managers, Managing Directors, and Customer Success Managers to identify opportunities to increase customer value
- Participate in and lead weekly, monthly, and quarterly business reviews with cross-functional partners to highlight risks, opportunities, and progress on CS initiatives
- Own the retention forecast for Strategic customers and report risks and mitigation status weekly
- Collaborate with Customer Success leadership to build, execute, and refine the Customer Success roadmap
- Some travel included for customer visitation
Requirements
- 5+ years of experience in CSM roles (2+ as a Senior CSM / Principal)
- Experience working with MM HT customers
- Experience managing executive relationships and end-user relationships
- Experience in working with CS tools and rolling these tools out to teams
- Ability to prioritize and multitask while maintaining urgency, thoughtfulness, and poise under pressure
- Strong focus on KPIs and success metrics for customers and the business
- Analytical skills: high-level data analysis, synthesis, and reporting capabilities
- Experience carrying a retention or growth target
- Willingness to travel for customer visitation
- Past sales experience is a plus
- Visa sponsorship for this role is currently not available
