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Sr. Manager
Customer Success
Posted on 12/9/2022
INACTIVE
Locations
Montana, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • 5+ years in a customer success or account management role, preferably in an enterprise SaaS environment
  • 3+ years of people management experience
  • Experience working with ENT and MM organizations with a deep understanding of the varied needs of these organizations
  • Ability to interact with and drive success at VP and Director client levels, to collaborate with customers, and set and manage expectations
  • Program development experience specifically related to scaling a fast-growing, customer-centric team
  • Highly organized with exceptional interpersonal and leadership skills
  • Ability to thrive in a highly ambiguous environment. Startup experience a major plus
  • Bachelor's degree in a related field or equivalent years of relevant experience required
Responsibilities
  • Manage a team of Mid-market and Enterprise Customer Success Managers by providing strong coaching, mentorship, and guidance
  • Drive world class retention through exceptional execution of CS strategy
  • Develop a deep understanding of and identify trends in our MM/ENT segments to drive strategy and address account risk
  • Drive KPIs for CSM team members to measure and support overall customer health and success during the post-launch phase of the customer lifecycle
  • Collaborate with Implementation leadership to support the Implementation handoff process and ensure a seamless transition for customers from Implementation to Customer Success
  • Establish best practices and implement processes to help drive customer satisfaction and consistency across the team
Skilljar

51-200 employees

Enterprise customer training platform
Company Overview
Skilljar's mission is to help companies around the world transform their customers into product experts and evangelists. Skilljar helps customer education teams map the path to product adoption and advocates who understand that education is an ongoing process that drives customer retention and growth.
Benefits
  • Comprehensive medical coverage
  • Flexible PTO
  • Remote work option
  • 401k
  • Stock options
  • EAP
  • Monthly technology reimbursement
  • Home office reimbursement
Company Core Values
  • Customer focus
  • Continuous learning
  • Ownership