Manager Customer Success SMBScaled

Your role:

The Manager Customer Success works closely with Global Relays existing customer base and encompasses ongoing team management account management account reconciliation upselling and customer success. The Manager Customer Success will manage motivate lead and train a team of Customer Success Managers in the Scaled or Small/Midsized (SMB) space. He/she is responsible for ensuring the Customer Success Team reaches goals set by management and work closely with Global Relay teams to provide a point of escalation for customer inquiries.

The Manager Customer Success will strengthen Global Relays relationships with customers at scale and create scaled approaches to customer engagement to drive retention and value. The Manager is responsible to manage the Scaled/SMB Customer Success team drive and own systems and processes that deliver value for customers while increasing revenue and growth for Global Relay. The Manager Customer Success will also create an email/content strategy and customer journey/touchpoints to drive adoption retention and expansion.

The ideal candidate has prior experience leading customer success teams building customer communities working with customers at scale and has the ability to work crossfunctionally on multiple customer process and system projects simultaneously.

Your responsibilities:

• Accountability for the Scaled/SMB customer success team and direct reports
• Build Scaled/SMB processes and playbooks
• Drive customer education and engagement at scale with content campaigns and strategies to drive adoption retention and expansion
• Improve internal and external processes; streamline processes and improve efficiencies to drive sales upsells and customer engagement
• Build content and own customer engagement for Scaled/SMB customers
• Help build FAQs community and create selfservice options for customers
• Actively engage with customers throughout the relationship lifecycle
• Act as a point of escalation for customers and for internal stakeholders
• Stay current with Global Relays product roadmap to identify new upsell opportunities for customers
• Contributing to the development and enhancement of Global Relay products and services
• Acting as a liaison between customer and Product teams
• Assisting the customer and internal teams with complex problem solving; advise on complex cases; attend client calls; troubleshoot and report
• Focusing on escalations/customer complaints/incidents work flow efficiencies and process development
• Developing relationships with internal stakeholders to promote improvements to existing services and prioritize new feature enhancements based on customers needs
• Representing the customer (in alignment with Sales Provisioning Training Enterprise Services/Project Management and other customerfacing teams) in internal technical reviews and presentations

About You:

• Minimum of 5 years of experience in SaaS Customer Success and/or customer facing roles
• At least 2 years experience managing teams
• Experience building scaled approach to customer success a plus
• Expertise in contract negotiations and renewal processes
• Prior experience in direct sales or solid understanding of the sales cycle/process
• Goal oriented selfstarter who is highly organized with great attention to detail and demonstrates creativity resourcefulness and leadership.
• Ability to work crossfunctionally on multiple customer process and system projects simultaneously
• Professional business manner with the ability to establish relationships with executive stakeholders
• Outstanding communication and organizational skills with strong attention to detail.
• Highly motivated energetic with strong analytical and problemsolving skills.
• Strong work ethic; ability to multitask and prioritize in a fastpaced environment.
• Experience using Salesforce content management mass email community building highly desirable.