Manager Of Customer Success (North America)

Social Pinpoint and Consultation Manager are leading providers of innovative community engagement and stakeholder relationship management solutions. We're committed to delivering exceptional value to our clients and ensuring their success through our products and services. As we continue to grow rapidly, we're seeking a dynamic and experienced Manager of Customer Success (North America) to lead our dedicated team.

As the Manager of Customer Success, you will play a pivotal role in driving customer satisfaction and retention in our fast-paced organization. You will lead a team of Customer Success Managers, overseeing their day-to-day activities and ensuring they deliver exceptional service to our clients. You will also be teaching by doing as a player/coach - there will be a requirement to directly manage some customers in the portfolio. In the hands-on management of these customer accounts, you will drive to the same outcomes and metrics as the CSMs whom you will be managing. This role requires a strategic mindset, strong leadership skills, and a deep understanding of Customer Success principles.

Key Responsibilities:

• Lead and mentor a team of Customer Success Managers, providing guidance, support, and ongoing training to ensure they achieve their goals and deliver outstanding results.
• Develop and implement strategic initiatives to drive customer satisfaction, retention, and expansion, collaborating closely with Sales, Product, and Support teams.
• Establish and monitor key performance metrics and targets for the Customer Success team, tracking progress and implementing strategies to meet or exceed goals.
• Act as a point of escalation for complex customer issues, working closely with cross-functional teams to ensure timely resolution and customer satisfaction.
• Drive continuous improvement initiatives within the Customer Success team, optimizing processes, and workflows to enhance efficiency and effectiveness.
• Cultivate strong relationships with key stakeholders, including executive leadership, to advocate for the needs of our customers and drive alignment across the organization.
• Stay informed about industry trends, best practices, and emerging technologies in the community and stakeholder engagement space, leveraging insights to enhance our Customer Success strategies.
• Directly manage several customer accounts, employing prescribed CS motions
• Collaborate with the Sales team to identify opportunities for upselling, cross-selling, and expanding our footprint within existing accounts.
• For managed customers, ensure they move smoothly through the defined customer journey, leading proactive engagements and ensure satisfaction.
• Ensure data hygiene in our CRM and CSP systems for both your customers under direct management and those managed by CSMs under your care.

Qualifications:

• 5+ years of experience in Customer Success, account management, or a related role.
• Proven track record of leadership and people management, with at least 2 years of experience leading a team.
• Deep understanding of Customer Success principles and best practices, with a focus on driving customer satisfaction, retention, and growth.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
• Ability to thrive in a fast-paced and dynamic environment, with a strong sense of urgency and a proactive approach to challenges.
• Experience working with HubSpot and Gainsight is a plus.
• Experience working with government customers is a plus.

Interested in applying? If this role sounds like a great fit, please take the first step in our recruitment process by completing a one-way video interview through myInterview at the following link: https://myint.video/alNuOfnjB0

Job Type: Full-time

Salary: From $95,000.00 per year

Benefits:

• Dental care
• Flexible schedule
• Paid time off
• Vision care

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Remote