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RevolutionParts · 10 hours ago

Manager, Enterprise Customer Success Team

Tempe, AZ

Full-time

Onsite

Senior Level

7+ years exp

RevolutionParts is a leading player in the automotive eCommerce industry, seeking passionate individuals to join their team. The Senior Manager of Customer Success (Enterprise) will oversee a team managing enterprise customer accounts, drive strategic decisions, and enhance customer retention and satisfaction.

AutomotiveE-Commerce

Growth Opportunities

Responsibilities

Directly manage a team of Enterprise CSMs who oversee RP’s clients

Work with the VP of CS to define the customer journey, balance books of business, drive QBRs, and NPS across CS

Contribute to the development of processes for an ever-evolving team

Own the overall team performance and pacing towards all KPIs and goals

Train and coach team members, furthering professional development and performance

Active participation in hiring and interviewing new members of the team

Implement and manage reports on data, activity, and performance of the team

Identify growth opportunities within your team’s book of business

Work with other leaders companywide such as support, marketing, and product to ensure that customer needs and the voice of the customer is heard, understood, and prioritized

Coach the team in maximizing the retention and growth of our customer base

Reduce churn by working with CSMs on saves to resolve issues for clients

Stay on top of churn reasons along with presenting reporting to Senior Leadership monthly

Qualification

Enterprise account managementCustomer success leadershipECommerce understandingDigital marketing knowledgeTeam development experienceMulti-tasking abilityProcess improvement skillsCommunication skillsOrganizational skillsInterpersonal skillsWriting skills

Required

Combined background of post-sale and sales experience

Bachelors Degree in Business, Marketing, Communication or a related field; or, an equivalent level of experience

7+ years of enterprise account management experience

Track record of leading expansions at large enterprise accounts

5+ years' experience in leading customer-facing teams

Strong understanding of eCommerce and Digital Marketing ecosystems, including traffic acquisition, conversion optimization, paid/organic channels, and marketplace dynamics

Excellent communication, organization, interpersonal, and writing skills

Proven ability to multi-task and interact with a large number of demanding customers

Familiarity with billing and subscription management is a plus

Success working in a fast-paced, high-growth environment, preferably at the intersection of SaaS and eCommerce, with a track record of improving online sales performance, increasing GMV, or enabling digital growth for customers

Experience in hiring, training, and developing a high-performing team of customer success professionals

Proven background in coaching, mentoring, and skill development of individual contributors at various experience and business acumen levels

Strong operational skills, proactive approach to process improvement, and previous experience building out customer success initiatives and best practices that retain customers