Tropic · 2 days ago

Senior Manager, Customer Success

United States

Full-time

Remote

Senior Level

3+ years exp

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Responsibilities

Hire, develop and lead an inclusive, engaged, collaborative team of CSMs

Develop and execute strategies to achieve renewal revenue targets, ensuring high customer retention rates and fostering long-term relationships with key accounts

Drive three primary metrics: increase product adoption, cultivate champion relationships, and report on customer ROI to drive revenue retention

Make data-driven decisions to improve the Tropic customer experience, turning feedback into actionable suggestions for our post-sales team, cross-functional partners, and product

Catalyze new business by partnering with Customer Marketing to increase the number of customer champions and reference-able customers

Act as an escalation point for your CSMs and their customers -- working with the team to develop solutions to problems, drive customer alignment, and directly engage with customers

Qualification

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SaaS Industry ExperienceTeam ManagementProblem-SolvingInterpersonal Skills