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GoGuardian · 10 hours ago

Manager, Customer Success

United States

Full-time

Remote

Mid, Senior Level

$0/yr - $175K/yr

5+ years exp

GoGuardian is an outcomes-focused learning company dedicated to improving learning environments. They are seeking a Manager, Customer Success to lead a team of Customer Success Managers, focusing on revenue retention, customer satisfaction, and strategic growth initiatives.

E-LearningEdTechEducationInternetSoftware

Responsibilities

Manage and coach a team of CSMs focused on renewal, cross-sell, and customer health targets within a designated region

Hold regular 1:1s with each team member to support development, align on account strategies, and ensure achievement of revenue goals

Provide real-time feedback, conduct live-call coaching, and build skills in areas such as account strategy, upsell tactics, and relationship-building

Set clear performance goals, expectations, and accountability measures for the team, aligning individual targets with regional revenue goals

Deliver accurate renewal and expansion forecasts by actively monitoring your team’s pipeline, and ensure adherence to best practices in opportunity management

Own and exceed regional revenue targets through active coaching and team accountability on renewals, expansions, and cross-sells

Act as a customer advocate by gaining a deep understanding of customer pain points and championing solutions within the organization

Own escalations, working cross-functionally with internal teams to ensure quick and effective resolution of critical issues

Encourage a customer-centric culture within the team, focused on mitigating risk, building trust, and driving positive revenue outcomes

Partner with Customer Experience, Sales, Product, and Marketing to develop customer success initiatives, improve processes, and ensure alignment on customer needs and strategic priorities

Implement and reinforce sales methodologies and growth playbooks to guide CSMs in identifying and prioritizing expansion opportunities

Support smooth hand-offs from Sales to Customer Success and ensure team members maintain excellent Salesforce hygiene for accurate and actionable reporting

Motivate and coach CSMs to reach individual and team performance goals, holding regular 1:1s and providing feedback to drive growth

Develop a high-performing, customer-centric team culture that promotes accountability, continuous improvement, and strong performance

Own and deliver on regional revenue targets through proactive team management, aiming for excellence in on-time renewals, expansions, and cross-sell bookings

Ensure team adherence to best practices in account management, Salesforce hygiene, and quota achievement, continuously driving them toward meeting and exceeding goals

Serve as the escalation point for complex customer issues, collaborating cross-functionally to remove blockers and resolve escalations swiftly and efficiently

Drive team accountability for delivering exceptional customer experiences and building trusted advisor relationships

Partner with Customer Experience, Sales, Marketing, and Product teams to support customer success initiatives and strategic growth plans for your region

Promote a strong collaboration framework, facilitating knowledge-sharing and alignment on customer needs, risk mitigation, and expansion opportunities

Qualification

Customer Success ExperienceStrategicData-DrivenTeam LeadershipSaaS ExperienceAccount ManagementCommunicatorResilientHands-On CoachCustomer-CentricExecutive PresenceAdaptable