Customer Success Supervisor
Customer Success Supervisor
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1 Vacancy
Job Description
The Customer Success Supervisor will lead a team of customer success representatives who are responsible for delivering a worldclass customer experience to clients. The supervisor will manage the daytoday operations of the group develop and implement strategies to improve customer satisfaction and retention rates and ensure the group is meeting or exceeding performance metrics. The ideal candidate will have experience in customer success management a deep understanding of the cloud communication and collaboration space and strong leadership skills.
Responsibilities:
Drive value for customers by being an expert on best practices in change management finding ways for CSMs to deeply understand our customers objectives and deliver valuebased solutions and determining how to define drive and demonstrate ROI delivered.
Drive alignment with internal teams including Renewals Sales Managers and Expansion teams by aligning with R&E on renewal and upsell strategy and focusing on selling with a retention focus.
Recruit mentor and inspire a worldclass team by setting expectations giving feedback conducting interviews and creating a customerfirst culture.
Drive operational excellence by continuously tracking and communicating metrics to the team to promote transparency drive behaviors and report on metrics.
Qualifications:
BA/BS degree or equivalent work experience MBA preferred but not required.
5 years of customer or account management experience including 2 years managing highperforming Customer Success teams at a SaaS or telecommunications company.
Experience in hiring mentoring and growing a team of Customer Success Managers.
Proven experience driving adoption and leveraging customer success best practices.
Demonstrated ability to develop strategies to address business metrics and translate them into initiatives
and track successful delivery.
Possesses executive presence with communication that drives results and motivates the team.
Thrives in ambiguity as part of a growing and expanding team.
Demonstrated ability to effectively collaborate across organizational boundaries.
Experience successfully working with senior (Clevel) executives.
Experience effectively addressing escalated client issues with speed and urgency.
Employment Type
Full Time
