Responsibilities:

● Drive value for customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers’ objectives and deliver value-based solutions, and determining how to define, drive, and demonstrate ROI delivered.

● Drive alignment with internal teams including Renewals Sales Managers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focusing on selling with a retention focus.

● Recruit, mentor, and inspire a world-class team by setting expectations, giving feedback, conducting interviews, and creating a customer-first culture.

● Drive operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors, and report on metrics.

Our most successful candidates will have:

• BA/BS degree or equivalent work experience.
• 5+ years of customer or account management experience including 2+ years managing high-performing Customer Success teams at a SaaS or telecommunications company.
• Experience in hiring, mentoring, and growing a team of Customer Success Managers.
• Proven experience driving adoption and leveraging customer success best practices.
• Demonstrated ability to develop strategies to address business metrics, translate them into initiatives, and track successful delivery.
• Possesses executive presence with communication that drives results and motivates the team.
• Thrives in ambiguity as part of a growing and expanding team.
• You have demonstrated the ability to collaborate across organizational boundaries effectively.
• Experience successfully working with senior (C-level) executives.
• Experience effectively addressing escalated client issues with speed and urgency.

All your information will be kept confidential according to EEO guidelines.