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Manager – Customer Success
Confirmed live in the last 24 hours
Remote • Dorchester, Boston, MA, USA
Experience Level
Desired Skills
  • 1+ year of managing Customer Success teams in a B2B SaaS environment. Demonstrated ability in leading a Customer Success team through periods of substantial growth and change
  • 3+ years of experience in customer-facing roles in B2B SaaS companies
  • The analytical and operational expertise to grow a substantial, well-functioning team in a high growth environment
  • Strong desire to support and coach CSMs every day to grow in their careers as they help customers achieve their desired outcomes. Ability to identify and groom potential managers
  • Proven ability to analyze and synthesize customer data to drive and evolve customer success strategies
  • Background of hiring, training, and enabling CSM for success, with strong performance management skills
  • Customer-centric mindset and approach to all interactions
  • Strong organizational and time management skills
  • Passion for cross-functional collaboration
  • Directly manage a Jellyfish CSM team. Run day-to-day operations, team goal-setting, performance management and reporting on team and customer measures
  • Implement and optimize a data-driven accountability model (goals/scorecards) for CSMs
  • Provide mentoring and coaching to the team on how to be a trusted advisor, talk to unhappy customers, establish executive relationships, and other aspects of building productive relationships with customers
  • Act as the escalation point for customers
  • Coach the team on “CSM 101” processes and philosophies
  • Work with CS Operations to provide management reporting on customer health
  • Help CSMs identify at-risk and low-engagement customers. Strategize with the CSM and Jellyfish execs on turnaround plans
  • Work with sales and your CSMs to forecast and secure customer renewals and upsells
  • Consolidate product feedback given to CSMs from customers and advocate for customers with the Product and Engineering teams
  • Identify and develop team members with management potential
  • Work with the Head of Customer Success and the CS Operations Lead to develop and operationalize Customer Success best practices, procedures, and playbooks. Use data to guide Customer Success strategies
  • Work with all functions of the post-sales organization to help ensure a seamless customer experience. Continuously identify gaps or areas of opportunity in the customer experience, and propose solutions

51-200 employees

Engineering management platform