- Manage and develop a team of Customer Success Managers
- Meet or exceed Net Retention targets
- Set expectations with internal team members, grow a strong collaborative time and foster career growth for the group
- Drive the execution to onboard, enable, and expand usage and revenue within our customer base
- Use data to track performance, forecast retention, and create customer insight
- Partner with Marketing, Support, Professional Services, and Sales to create a consistent customer journey that drives positive customer satisfaction, referrals, and account growth
- Build/refine programs and initiatives to drive continuous improvement and scale
- Bring innovative ideas to the group to help drive the next stages of the business
- Drive operational excellence across the Customer Success team
- Perform other duties as assigned
You Have:
- Strong leadership, business development, organization, team building and management, communication (verbal, written and presentation), and interpersonal skills
- Experience working in a fast-paced, high growth software company
- 2+ years working in a leadership capacity
- 4+ years of Customer Success, Account Management, or Technical Account Management experience, preferably within Enterprise SaaS
- Passion and demonstrated ability for mentoring and team growth
- Demonstrated ability to lead a Customer Success or Account Management team
- Outstanding multi-task management skills across a varied set of responsibilities