Customer Success Team Manager

About MarketStar:

In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career-development programs. We provide service and support to our communities through the MarketStar Foundation. 

Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success.  

We are excited to have you apply to join our MarketStar team and can’t wait to discuss how we can help you find growth, as well as how you can make an impact by driving growth for your team.  

About the Customer Success Team Manager:

MarketStar is seeking a Customer Success Team Manager to support our newest client. As a Customer Success Team Manager, you will be responsible for guiding and motivating a team of Customer Success Representatives. You will help monitor the team’s performance, implement customer success strategies, and provide regular coaching and support to improve their skills and knowledge.  

Location: US - Remote

What will you do?

• Drive your team to meet and exceed metrics and client expectations through successful pipeline management processes

• Coach and develop customer success representatives to succeed in hitting daily, weekly, and monthly input and output targets

• Collaborate and align with other customer success managers within assigned program, sharing best practices and solving problems collectively  

• Present customer success solutions and strategies to clients, highlighting our value proposition

• Utilize data management skills to analyze performance and ensure data accuracy

• Ensure consistent and effective communication by holding regular team meetings, huddles, and employee 1:1s to ensure alignment to performance expectations and company values.

• Assess current team processes, procedures, and outcomes to identify opportunities for improvement, and build / execute plans to implement

• Maintain strong client relationships through proactive engagement and effective communication.

• Ensure adherence to risk management and compliance standards in all sales activities.

• Collaborate with other departments to identify new business opportunities and support customer success and sales efforts.

• Other related duties as assigned

What Will You Need to Succeed?

• Experience with payment processing, money movement, or other financial/payment products

• Proven experience in a customer success or account management role, ideally within a SaaS, financial software, or subscription-based business model, including managing a dedicated book of business in the mid-market space

• Successful performance in B2B customer success or sales; experience in FinTech or SaaS sales highly preferred

• Prior experience leading a team in a fast paced, quota driven environment; SaaS experience highly preferred

• Excellent verbal, presentation, and written communication skill

• Experience building strong relationships, managing conflict, and leading by example

• Track record of coaching and developing low performers to reach target attainment 

• Familiarity with Microsoft and/or G Suite tools; Salesforce experience highly preferred

• Customer centric attitude with the ability to motivate others and drive standards of excellence

• Ability to adapt and effectively multi-task in a dynamic environment 

• Strong analytical skills to interpret data and drive informed decision-making

• Excellent client engagement skills to build and maintain strong relationships

• Strong understanding of sales analytics including data and reporting trends, showcase/duplicate success, and identify/correct opportunities

• Effective customer success or sales skills to support business development efforts and achieve sales targets

• Familiarity with technology and tools to enhance customer success, sales operations and client satisfaction; knowledge of Salesforce preferred

What We Offer:  

In our commitment to our “We Care” value, we believe in providing employees with valuable mental and physical well-being benefits including:   

• Structured learning and career development programs  

• Mental health program  

• Generous Paid Time Off policy   

• Paid medical leave  

• Child/Dependent care reimbursement   

• Education reimbursement  

• 401k match, hardship loan program, access to financial wellness advisor   

• Comprehensive healthcare coverage including medical, dental, and vision   

Compensation Range: $70,000.00 - $90,000.00 USD

The salary range for this position is between $70,000.00 and $75,000.00 USD annually. This pay structure may also include a variable bonus component of $15,000.00 USD annually. There are several factors to consider including but not limited to, the role’s responsibilities, experience, location, education/training, internal equity, and key skills. Your recruiter will provide more detailed information during the interview process.

MarketStar is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state, and local laws that prohibit employment discrimination. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual who identifies as someone with a disability and require reasonable accommodation(s) to complete any part of the job application process, please contact us at [email protected] for assistance.