Senior Manager of Customer Success

Chicago, IL - USA

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Role - Senior Manager Customer Success

Location - Chicago IL or Remote USA

Full-time position

Salary: $ 160000- 180000 Annual

We are looking for an extraordinary people leader who is customer obsessed and believes in our core values of one team bias for action attitude matters and extreme ownership.

As the Senior Manager of Customer Success you will lead a team of Customer Success Managers responsible for providing a best-in-class customer experience. The team is responsible for guiding customers through their visibility journey and managing a book of customers. Key metrics include Net Revenue Retention Customer Satisfaction Customer Health and account growth. Your team will work heavily with Sales Operations Product and Leadership. The ideal candidate will be equally passionate about Supply chain solutions customer outcomes leading developing and inspiring a team that scales with our growth.

Required:

10 years experience in an account management consulting or customer success
3 years of directly managing customer-facing teams
Experience directly or indirectly working with freight management and supply chain

What youll be doing:

Development and manage a team of Customer Success Managers
Build and cultivate relationships with customer executives and champions of strategic accounts and serve as an escalation point for client conflict resolution as necessary
Partner with Customer Enablement to ensure CS Playbooks are being advanced based on our business growth and maturity
Provide direction coaching and feedback to CSMs around day-to-day execution of CS Playbooks
Detailed management routines around account planning business objectives risk mitigation and customer expansion
Understand and mitigate account risk and escalate to dependent functions as necessary
Enable Customer Growth Account Executives Renewals Manager and CSMs to strategize on renewals and expansion opportunities
Hire onboard and develop team members to progress their career
Contribute and lead a culture of customer success
Collaborate with other leaders in the company to ensure one team approach to meet and exceed customer expectations
Approximately 25% travel for client site visits

About the team:

The Customer Success Team owns the overall customer relationship. The teams goal is to provide our customers the best experience and business consultancy. We provide best practices and thought leadership to help our customers recognize business value and prove ROI. Our goal is to be viewed as trusted partners and to create raving fans that want to continuously further their partnership with us.

Who you are:

Manage and influence behavior through persuasion negotiation and consensus building
Understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Experience in a SaaS company or tech startup
Bachelors degree or equivalent experience MBA a plus
Enthusiastic and creative leader with the ability to inspire others
Demonstrated desire for continuous learning and improvement
Excellent communication and presentation skills

Role - Senior Manager Customer Success Location - Chicago IL or Remote USA Full-time position Salary: $ 160000- 180000 Annual We are looking for an extraordinary people leader who is customer obsessed and believes in our core values of one team bias for action attitude matters and extreme ownership....