PTV Logistics · 1 month ago
Scale Customer Success Team Manager (m/f/d)
United States
Full-time
Remote
Mid, Senior Level
4+ years expPTV Logistics is a leading global software company for transportation logistics, focused on optimizing route planning for logistics companies. The Scale Customer Success Team Manager will lead a team of Customer Success Managers, developing scalable customer success programs and driving customer engagement across multiple segments.
Information TechnologySaaSSoftware
Responsibilities
Define and execute the overall strategy for scalable customer success programs (Office Hours, Webinars, Group Training, Cohort calls, etc.)
Oversee the development and maintenance of the Customer Success newsletter and other scaled communication channels
Guide the planning and coordination of local customer events and user groups with local Marketing teams
Ensure consistent quality and continuous improvement of educational content serving multiple customer segments
Establish and document best practices, playbooks, and standard operating procedures for scale programs
Design and optimize proactive outreach campaigns targeting specific customer cohorts (product cohorts, adoption cohorts, health-risk based cohorts, etc.)
Oversee the delivery of group workshops, webinars and training sessions led by the team
Drive the development and refinement of automated and semi-automated communication strategies
Identify and pursue expansion opportunities within customer segments through team enablement
Champion the creation of self-service resources and documentation that enable customer independence
Monitor and analyse customer health scores across the team’s book of business, intervening strategically as needed
Report on program progress and success metrics
Qualification
Required
You have a bachelor's degree and several years of relevant professional experience
Own retention and growth metrics for the team's collective book of business
Ensure clear documentation of programs, customer segment health and team performance
Proactively identify customer risk and growth opportunities and allocate team resources accordingly
Escalate issues in a timely manner to senior leadership with recommended solutions
Report on team KPIs, program effectiveness and customer outcomes to leadership
Drive consistent and high-quality delivery of scale programs across the team
Champion a data-driven culture, continuously optimizing programs based on metrics and customer feedback
Company
PTV Logistics
PTV Logistics offers software components for logistics and transportation optimization, route planning, and geographic data analysis.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase