Ziphire HR

Manager, Customer Success Management

Ziphire HR

full-time

Posted on:

Location Type: Hybrid

Location: New York City • California • New York • United States

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About the role

  • - Manage a team of highly motivated, customer-focused TAMs to ensure the overall health and satisfaction of strategic accounts in our broker partner channel
  • - Thought partner with TAMs and build playbooks for effective customer strategy
  • - Develop senior-level relationships with customers
  • - Serve as a point of escalation for team’s accounts
  • - Ensure the team is trained and confident in our client product capabilities
  • - Own ongoing TAM account assignments
  • - Participate in recruiting process, from sourcing to hire
  • - Drive customer adoption of key features and best practices
  • - Meet with team members weekly to stay close on updates for key accounts
  • - Performance manage to ensure your team’s success
  • - Partner cross-functionally to advocate for your team’s customer and partner needs
  • - Collaborate with Product to incorporate voice of the customer into client's roadmap
  • - Partner with other team leaders to ensure the customer is supported in times of escalation
  • - Partner with Support to mitigate escalations
  • - Collaborate with other team leaders to strategize on customer support for major lifecycle events
  • - Build TAM team processes and culture
  • - Measure team impact and prioritize CX lifecycle events
  • - Constantly iterate and improve TAM workflows and optimize process inefficiencies
  • - Collaborate with leadership team on quarterly kickoffs, offsites, team building events, and more to foster a strong team culture

Requirements

  • - 5+ years of SaaS experience in customer-facing role
  • - 2+ years of management experience; passion for supporting and guiding a team’s growth, career progress, and job performance
  • - Expertise in account management and customer success best practices
  • - Ruthless prioritization and time management
  • - Boundless energy to help your team and your customers...all with a “can-do” attitude!
  • - Strong attention to detail and ability to solve complex, interdependent problems
  • - Flexibility to thrive in a fast paced organization with dynamic responsibilities
  • - Bonus: 1+ years of experience in HR, Payroll or Insurance Brokerage
Benefits
  • - Paid Time Off (Vacation, Sick & Public Holidays)
  • - Training & Development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaSaccount managementcustomer success best practicesperformance managementcustomer strategycustomer adoptionprocess optimizationteam managementrecruiting
Soft Skills
leadershipcustomer-focusedcommunicationproblem-solvingtime managementattention to detailflexibilitycollaborationprioritizationteam building