Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Manager of Mid-Market Customer Success leading a team of CSMs at Fleetworthy. Directing efforts to enhance customer engagement, value, and satisfaction while ensuring operational excellence.
Responsibilities
- Lead, coach, and develop a team of Mid-Market CSMs to deliver exceptional service and value to our customers.
- Conduct regular 1:1s with CSMs focused on strategic account planning, performance evaluation, skill development and professional growth.
- Work with Customer Success leadership to ensure CSMs are equipped with playbooks, best practices, and processes that support customer health and retention.
- Guide your team in developing trusted-advisor relationships with key customer accounts.
- Resolve and manage the resolution of challenging escalated client requests and/or complex account demands.
- Partner with customer success leadership to improve tools, workflows, and reporting that enhance team effectiveness.
- Ensure CSMs effectively evaluate client datasets and coach team on turning data into insights and actionable recommendations.
- Join key customer business reviews focused on recommendations for program optimization and opportunities to expand the business.
- Collaborate with Sales, Marketing, Product, and Support to ensure a unified customer experience and successful delivery of customer outcomes.
- Ensure Mid-Market team attainment of both performance and activity-based goals on a quarterly basis and proactively engage resources available to guide team in achievement of them.
Requirements
- Bachelor's degree in Business, Communications or a related field
- 4-6 years of experience in Customer Success, Account Management or in a similar client-facing role, with at least 1-2 years in a leadership or team lead capacity
- Experience managing a book of mid-market or enterprise accounts preferred
- Strong leader who can coach, develop and motivate a team
- Excellent written and verbal communication and presentation skills
- Proficient in Microsoft Excel, PowerPoint and Word
- Excellent problem solving and executive-level relationship building skills
- Demonstrated ability to work cross-functionally with Sales, Product, Support, and Marketing.
- Familiarity with CRM systems like Salesforce, Planhat or Gainsight strongly preferred
- Comfortable operating autonomously in a fast-paced environment while also managing team structure and process
- Previous experience in the transportation industry is a plus, but not required
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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