Manager of Customer Success
at verticalmove in California-Oakland/East Bay
Our client delivers an all-in-one online marketing solution that integrates email marketing with search, social, and mobile channels, as well as embedded Deliverability and Web analytics.
This unique solution grows with the needs of online marketers and provides actionable insights to help make intelligent decisions and improve results.
Simply put: The Manager of Customer Success will be responsible for managing a team of Premier Customer Success Representatives to deliver and demonstrate value to our Premier customers. The role will be focused on ensuring the highest levels of customer success and end-user adoption as measured by performance against customer retention, renewals and up-sell revenue objectives.
Define and manage the relationship "touch points" and success metrics for our largest customer relationships
Ensure that the team is enabled to deliver value to customers by understanding customer marketing requirements, analyzing their campaign metrics, establishing goals for improvement and implementing tactics to achieve those goals.
Mentor Customer Success Reps and provide guidance on individual account strategy, especially in complex scenarios
Meet and exceed customer retention objectives
Meet and exceed assigned renewal and upsell revenue objectives.
Collaborate with other departments, including support, professional services, marketing, product management, and sales to ensure customers are receiving the best possible experience and getting support from appropriate areas of the organization
In this role we expect the manager to Lead by Example and be a player/ mentor / coach to a group of 3-4 customer care reps that are eager to please our customers.
1-3 years minimum experience managing an Account Management / Customer Relationship Management team for a SaaS company
Experience managing SMB and top-tier enterprise customers
Prior responsibility managing a team with a book of $30M annual revenue
Ability to multi-task and work independently in a fast-paced and rapidly-growing company
Excellent presentation, verbal & written communication skills
Ability to problem-solve independently, while knowing when to escalate appropriately and in a timely fashion
Strong quantitative skills to understand customer data and recommend appropriate relationship actions based on that data
Demonstrated leadership ability
Highly organized with exceptional follow up skills
A relentless dedication to customer success
BA/BS degree or equivalent
Compensation for this role is Base (listed above) plus Bonus & Equity.