Manager, Customer Success

Job Description

• Managing a team of CSMs, ensuring they have clear goals, are deeply knowledgeable about Kustomer processes and deliver strategic client engagement, maximized revenue opportunities, and retention • Hiring and retaining exceptional team members. Coach and develop those team members to be able to handle larger and more complex books of business • Driving your team to achieve their KPIs against customer renewal, customer expansion, adoption of new products, and strategic engagements • Acingt as a point of escalation for your team’s clients when needed, ensuring risk mitigation and catalyzing opportunities to action • Empowering your team to act as advocates for the customer, advising on complex problems within our organization and escalating when appropriate • Ensuring consistent processes/SLAs to collaborate with Product, Engineering, TAMs, Technical Support, and other teams • Owning our client-facing processes, policies, playbooks, and values so as to empower your team to be successful with their clients • Designing and launching internal processes to create a scalable infrastructure for our Customer Success team • Supporting and designing repeatable frameworks to share customer feedback with the Product organization while proactively helping customers understand our product roadmap and timelines • Expand our list of referenceable customers • Onsite travel to customers • May involve handling sensitive personal data

Qualifications

• 10+ years of Customer Success or Account Management with a highly technical SaaS product • 3+ years of management experience overseeing Customer Success Managers or Account Managers • Expert negotiation skills including renewals, mitigating losses during contraction, expansions, and upsell/cross-sell • Demonstrated experience in strategically identifying customer opportunity and mitigating risk across accounts • Experience with enterprise accounts ($500K - $1M ARR+) both managing directly and managing people who oversee accounts of that size • Track record of leading high-performing teams to meet and exceed KPIs at Venture-backed early- and mid-stage growth companies through coaching and enablement • Highly organized and skilled at building, improving, and scaling processes that demonstrably increase efficiency and profitability in a scaled customer success function • Ability to handle customer escalations • Effective, solutions-focused cross-functional collaboration with Product, Engineering, Finance, Sales, Professional Services, Support teams • Exceptional experience leading, coaching and delivering strategic customer engagement including QBRs and roadmap reviews • Ability to understand the features and use cases of the Kustomer platform • Ability to use data and statistics to identify patterns and generate recommendations for process/product improvements

Benefits

• Competitive salaries • Stock options • 100% healthcare coverage • 401K • WiFi and Mobile reimbursement • Generous vacation policy