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Job Description
The Manager of Customer Success leads and develops a team of Mid-Market Customer Success Managers to drive customer satisfaction, retention, and growth by fostering strong relationships, implementing strategic initiatives, and collaborating cross-functionally to ensure a seamless customer experience.
Key Responsibilities
- Coach and develop a team of Mid-Market Customer Success Managers through regular 1-on-1s, mentorship, and skill-building.
- Partner with the Director of Customer Success to execute strategies that drive customer adoption, retention, and expansion.
- Proactively identify risks, craft action plans, and lead initiatives to improve customer health and satisfaction.
- Collaborate cross-functionally with Sales, Product, Marketing, and Support to ensure a seamless customer experience.
- Engage directly with customers at key moments to build senior-level relationships and model effective customer management.
- Support forecasting, territory planning, and team workload management to ensure balanced performance.
- Manage customer escalations, ensuring timely resolution and long-term success.
- Foster a culture of growth and accountability within the Customer Success team.
Requirements
- 3 to 5 years of experience in Customer Success, Account Management, or a related customer-facing role ideally in SaaS.
- 1 to 2 years of people management experience or proven mentorship, peer leadership, or project leadership experience in a Customer Success organization.
- A strategic yet hands-on approach with a passion for developing others.
- Strong communication and interpersonal skills, with the ability to listen, coach, and motivate effectively.
- Excellent organizational and project management skills able to prioritize, execute, and adapt quickly.
- Experience with Salesforce and/or Gainsight is a plus.
- Intermediate to advanced Excel skills preferred.
- This is a hybrid position requiring 2 days per week in the office at the downtown Austin, Texas headquarters.
Benefits & Perks
Competitive base salary
Company-Wide Bonus program
Generous and flexible time off and parental leave policies
Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees
401K with a generous company match
Access to brand new downtown office with high-tech building gym and nearby running trails
Ongoing career development opportunities
Ready to Apply?
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