Customer Success Manager

Responsibilities

• Manage the development and growth of our CSMs
• Interview, hire and support onboarding new CSM team members
• Conduct regular 1:1 meetings with CSMs to provide coaching and remove roadblocks inhibiting success
• Own assigning new accounts to CSMs post-initial onboarding/free trial conversion and determine appropriate customer segment
• Lead regular team meetings and create a forum for sharing and defining best practices
• Support the development of core CSM processes, reporting and KPIs in partnership with the CSMs, Director of Customer Success and Operations
• Support CSMs in managing customer escalations
• Work with Director, Customer Success to submit requests through Deal Desk
• Partner with the Sales team to grow revenue through cross-sell referrals
• Consistently achieve (and over-perform) on net retention, upsell and churn targets
• Report on upsell pipeline and drive activities that increase free trial enrollments
• Share customer feedback with internal teams including Customer Experience (CX), Product and Marketing
• Drive customer advocacy activities (testimonials, case studies, etc.)

Qualifications

You are our ideal candidate if you have:

• Experience hiring, coaching and onboarding a team
• Excellent customer communicator (including managing difficult conversations)
• Excellent internal communicator and partner to cross-functional teams
• Strong understanding of core CSM processes and strategies
• Strong ability to prioritize work in a quickly changing/evolving environment
• Salesforce CRM experience (preferred but not required)
• Excellent supervisory and leadership skills
• Solid change management knowledge and skills
• Proficient with Microsoft Office Suite or related software
• Strong change management knowledge and skills
• Proven ability to rally a team around a key focus or goal

Education and Experience

• 2+ years of experience in people management (preferably in Sales, Customer Success or Account Management)
• 3+ years of experience in a Saas company
• Experience owning and delivering on revenue targets (net retention and/or upsell/cross-sell)
• Auto-industry experience, preferrable but not required

Why Foureyes

• A commitment to providing a diverse, equitable, and inclusive workplace
• A team culture that prioritizes people over politics and forward-progress over egos
• A creative, fast-paced, high growth environment
• Competitive salary and health benefits
• 401k matching, student loan repayment matching
• Commuter, internet, or cell phone subsidy
• Generous PTO days – in addition to paid holidays
• Career growth and learning opportunities to add new skills to your resume

Apply Link:

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