As the Senior Manager of Customer Success in the Northwest Region, you'll foster strong relationships with key clients, guiding them from launch through ongoing support. You'll lead a team of CSMs to enhance customer satisfaction, drive retention, and achieve revenue growth.
Responsibilities:
-
Lead & Manage: Team of Enterprise CSMs in North America, dozens of Contentsquare’s largest Enterprise customers
-
Talent Development: Recruit, inspire, and retain top talent; coach CSMs and help them build their toolkit for optimal performance.
-
Metrics & Goals: Own gross retention, expansion metrics, and key performance indicators.
-
Customer Success: Ensure high NPS, product adoption, use case alignment
-
Thought Leadership: Become an expert in digital experience analytics & change management
-
Continuous Improvement: Work with Sales, Product, Support, and other teams to drive customer value and process improvements.
-
Strategic Relationships: Develop executive relationships, support business reviews & value alignment.
Skills & Experience:
-
Experience: 7+ years in a consultative customer-facing role in software or consulting; 2+ years in first-line management.
-
Proven Success: Demonstrated results in coaching, adoption growth, and customer satisfaction.
-
Technical Knowledge: Understanding of analytics, front-end web & mobile technologies, and common go-to-market frameworks.
-
Operational Skills: Strong analytical, process-oriented mindset with data-based decision-making.
-
Domain Expertise: Knowledge in SaaS, Financial Services, or Ecommerce.
How You & Your Team Will Be Measured:
- Team Engagement
- Gross Retention
- Expansion
- Product Adoption
