Enterprise Customer Success Manager
Ncontracts
Team Lead, Customer Success
StarRez, Inc.
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $86,000 - $96,000 per year
Job Level
Senior
Tech Stack
Cloud
About the role
- Lead, coach, and mentor a team of Customer Success Managers (CSMs), ensuring consistency in process, customer engagement, and delivery of value
- Conduct regular 1:1s with CSMs to review accounts, provide feedback, and support career development
- Oversee onboarding and training for new team members; build scalable training resources
- Act as an escalation point for complex customer issues, providing guidance and resolution strategies
- Monitor team performance against KPIs tied to NRR, customer health, and engagement
- Drive alignment across Customer Success, Services, and Support to ensure smooth customer transitions and continuity of service
- Maintain a select portfolio of customers, delivering the same high-touch success management expected of CSMs
- Drive adoption, value realization, and customer satisfaction through regular engagement, consultative guidance, and proactive account planning
- Identify opportunities for growth and expansion, contributing to account-level NRR
- Conduct NPS follow-up conversations and translate customer feedback into actionable improvements
- Serve as a trusted advisor to customers, ensuring alignment between their business objectives and our solutions
- Contribute to the design and continuous improvement of Customer Success programs, playbooks, and processes
- Provide monthly reporting to leadership on customer health, NRR trends, engagement, and NPS performance
- Partner cross-functionally to close feedback loops, improve onboarding and training processes, and enhance the overall customer experience
Requirements
- 2+ years in a Customer Success role with direct customer-facing responsibilities
- Experience leading or mentoring peers, with demonstrated ability to coach and develop others
- Strong communication and facilitation skills, both written and verbal, with the ability to influence at multiple organizational levels
- Strong problem-solving and judgment skills; proven success in issue management and conflict resolution
- Proficiency with Salesforce or similar CRM, and comfort leveraging data/metrics to inform decisions
