Customer Success Manager, Enterprise
Triple Whale
Director, Customer Success
ValGenesis
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Develop and implement customer success and growth strategies aligned with overall business objectives, focusing on customer retention, expansion, and satisfaction.
- Lead and mentor a customer success team, including hiring, training, and performance management.
- Ensure customer success processes are scalable and efficient to accommodate growth and changing customer needs.
- Develop, implement, execute and track existing customer growth strategies and plans in conjunction with Account Owners.
- Establish key performance indicators (KPIs) to track customer satisfaction, loyalty, and other relevant metrics, using data-driven insights such as Renewals Bookings, GRR, NRR, and Pipeline to drive continuous improvement and growth.
- Develop and implement proactive retention strategies to identify and mitigate customer churn risks.
- Analyze customer data and key performance indicators (KPIs) to identify trends, track progress, and make data-driven decisions.
- Collaborate with sales, marketing, product, and other teams to ensure a unified customer experience and drive company-wide alignment on customer success initiatives.
- Assist in mapping the customer journey, identifying pain points and opportunities for improvement, driving customer engagement throughout the lifecycle and cultivating customer advocates.
- Gather and translate customer feedback into actionable insights for product development and service enhancements.
Requirements
- Bachelor's degree in a relevant field (e.g., business, marketing, communications).
- 5+ Years in customer experience management, preferably in a team leadership or management role.
- Proven ability to lead and motivate teams, fostering a collaborative and customer-centric environment.
- Experience selling SaaS solutions and Services as an individual contributor, in Inside Sales, or leading a team that has SaaS and Services quota objectives.
- Experience and/or participation in formal Sales training including Objection Handling and Negotiation.
- Strong understanding of customer journey mapping, analytics, and performance measurement.
- Excellent communication, interpersonal, and presentation skills.
- Strategic thinking, problem-solving, and decision-making skills.
- Proficiency in CRM systems, Rev-Ops tools, and other relevant customer experience technologies.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategiescustomer retentioncustomer expansioncustomer satisfactionkey performance indicators (KPIs)data analysiscustomer journey mappingSaaS solutionsperformance measurementobjection handling
Soft skills
leadershipmentoringcollaborationstrategic thinkingproblem-solvingdecision-makingcommunicationinterpersonal skillspresentation skillscustomer-centric mindset
Certifications
Bachelor's degree
