Manager of Customer Success

Job Description:
The Manager of Customer Success harmonizes relationship cultivation with a dedication to team growth, upselling products and services to enhance website performance, and adept problem-solving to guarantee an outstanding customer experience. This multifaceted role encompasses customer retention, consultancy, mentorship, and coaching, alongside effective operational leadership, serving as the Voice of the Customer, and propelling data-driven process enhancements. Striking a balance between customer satisfaction and business objectives, the Manager of Customer Success occupies a central position in realizing organizational milestones and nurturing comprehensive customer success. This role is fully remote.
Essential Functions:

• Ensure effective communication, understanding, and implementation of strategy and customer KPIs across cross-functional teams, encompassing metrics such as Net Revenue Retention, Monthly Touch Points, Customer Satisfaction, Average Churn Score, SLAs, Quality Assurance, etc.
• Conduct regular analysis of customer and employee performance and operational efficiency through various BI and CRM tools.
• Complete annual performance reviews and quarterly goals for team members.
• Hold team accountable to departmental performance metrics and OKRs to foster continuous improvements.
• Conduct monthly team business reviews to address customer concerns and issues, providing solutions.
• Prioritize and enhance resolution of escalated customer issues; act as the escalation point for complex cases.
• Ensure employee performance aligns with company standards, conducting performance evaluations, and adhering to the progressive discipline process as per company policy.
• Conduct one-on-one meetings with CSMs to ensure daily tasks are accomplished and provide stakeholders with updates.
• Supervise daily team operations, including ensuring customer follow ups, reviewing of training codes, reviewing aging cases, responding and monitoring communication in slack rooms and email distributions.
• Verify that all team members have completed their training requirements.
• Keep the team updated weekly on all new information pertaining to products, procedures, customer needs, and company-related issues.
• Manage the interviewing and onboarding processes for new employees within the department.
• Utilize the Planner Board to track project statuses and provide updates to stakeholders.

Required Skills/Experience:

• Bachelor’s degree in computer science, marketing, project management, business administration, or a related field.
• Over 5 years of managerial experience, demonstrating effective team leadership.
• Outstanding communication abilities, capable of clearly explaining technical matters to various audiences.
• Proven track record of achieving or surpassing metrics, upselling, quotas, and KPIs, with favorable customer feedback.
• Exceptional customer service skills, coupled with technical proficiency and the capacity to handle time-sensitive tasks in a fast-paced setting.
• Proficient in Microsoft Office and other essential business software applications.
• Skilled in using BI tools to make data driven decisions
• Familiarity with Salesforce, JIRA, ChurnZero, or similar tracking systems is preferred.

Preferred Skills/Experience:

• Previous management of Enterprise level accounts.
• Working knowledge of HTML, CSS, and Bootstrap.
• Expertise in the automotive digital marketing industry.

#LI-Remote
The salary range for this position is $62,800 - $120,300.