Homeoffice Manager of North America - Customer Success

About The Role

As the Manager of Customer Success, your responsibilities include leading a team of Customer Success Directors to ensure customer health and success. You will work with various teams to drive solution adoption, manage KPIs, identify expansion opportunities, and collaborate on customer renewals. Additionally, you'll manage upgrade and migration efforts onto the marketing platform and collaborate with product and engineering teams to share customer feedback and articulate product roadmap features. Key skills include managing customer engagement, working cross-functionally, and forming high-performance teams.

What You'll Do

- **Trusted Advisor:** Build and sustain relationships with stakeholders and decision-makers, including C-level executives in assigned accounts, aiming to become a trusted advisor throughout all lines of business. Leverage executive resources for alignment when needed.

- **Adoption & Engagement:** Drive customer adoption and engagement strategies, working closely with customers to understand their needs and ensure successful utilization of the solutions. Engage with customers regularly via email, weekly scheduled calls, social media, conducting QBRs, EBRs, etc.

- **Lifecycle Project Management:** Oversee the entire customer engagement lifecycle, from current state to upgrading, re-discovery, onboarding, adoption, migration to renewal; ensuring a seamless and positive experience at every stage.

- **Customer Health:** Monitor and maintain the overall health and sentiment of customer accounts, ensuring they receive maximum value from products and services while exploring cross-sell/up-sell opportunities for growth within healthy accounts.

- **Cross-Functional Collaboration:** Work closely with sales, product, services, engineering, legal, and support teams to align customer success efforts with company goals and address any issues or opportunities that arise.

- **KPI Management:** Establish and track key performance indicators related to customer success, customer health sentiment/scores, net promoter scores (NPS), adoption rates, usage, and renewal rates. Use data-driven insights to drive improvements and achieve targets.

- **Success and Save Plans:** Develop and implement a mutually agreed upon Success/Save Plan for every customer, focusing on retaining and growing customers. Plans should be outcomes-based, outlining goals and metrics to ensure each customer’s success. For customers at risk of churning, plans should identify the risk and specific steps being taken to recover from potential churn.

- **Customer References:** Collaborate with customers to create a referenceable account base. Build advocacy including public promotion, use of their logos, case studies, press releases, and webinars.

- **Events Participation:** Drive attendance to events, encourage participation in global and regional user gatherings; leverage online and in-person customer events to share leading best practices.

- **Customer Feedback:** Collect and analyze customer feedback to drive continuous improvement in products, services, and processes. Be the voice for the customer and articulate their feedback to cross-functional teams.

Requirements

- 5+ years of experience in Customer Success with at least 2 years in a management/leadership role.

- Strong knowledge and experience using a Customer Success Platform tool such as Planhat or similar.

- Proven success developing relationships with customers of all sizes across various verticals, through both direct and indirect channels.

- Demonstrated success leading cross-functional team efforts to facilitate customer resolution and reduce churn.

- Experience enabling and supporting channel partners to achieve a high level of satisfaction with products and services.

- A great cultural fit - customer and team-focused, delivery-oriented, high energy, valuing honesty and integrity.

- Ability to break down and explain complex technical concepts in business-friendly terms.

- Familiarity with Marketing Technology (MarTech).

- Successfully led a team through transformation, such as a shift in responsibilities (preferred but not required).