200+ applicants

Company

Smart Communications. · 1 day ago

Manager of Customer Success

United States

Full-time

Remote

Senior Level

5+ years exp

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Responsibilities

Establish and track key performance metrics (KPIs) to assess the health of customer accounts, team performance, and success initiatives.

Serve as an escalation point for customer issues, collaborating with cross-functional teams to resolve challenges and improve the overall customer experience.

Proactively address at-risk accounts by implementing effective intervention strategies, reducing churn, and driving customer satisfaction.

Provide ongoing coaching, professional development, and performance evaluations to cultivate a high-performing team.

Ensure the team consistently meets or exceeds renewal rates, utilization targets, and customer health objectives.

Act as a customer advocate within the organization, representing their needs and priorities to internal teams.

Develop and implement scalable processes to improve the consistency and quality of customer success engagements.

Work with cross-functional leaders to streamline processes, improve handoffs, and ensure a seamless customer journey from onboarding through renewal.

Implement and own an annual renewal forecast, proactively identifying and mitigating risk, using data insights and customer feedback.

Proven ability to influence enterprise customers and executive stakeholders effectively.

Create and refine CSM playbooks, identifying the proper engagement model for various customer tiers and industries.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementAccount ManagementCloud/SaaS ExperienceSalesforceBI ToolsMS Office SuiteCustomer Lifecycle ManagementCCM Industry KnowledgeRetention StrategiesProduct Adoption

Required

5+ years of experience in customer success or account management, with 3+ years in a people management role leading high-performing Customer Success or Account Management teams, ideally within a Cloud/SaaS environment.

Proven ability to coach, mentor, and develop teams, with a track record of fostering engagement and professional growth within a results-driven environment.

Strategic relationship-building experience with a focus on retention, growth, and product adoption, including a strong understanding of customer lifecycle management.

Exceptional presentation and communication skills, capable of effectively engaging with stakeholders at all levels, including C-suite executives.

Influential interpersonal skills, with the confidence to advocate for customer and team needs and effectively balance competing priorities.

Solid understanding of the CCM industry, especially within core verticals like Insurance, Healthcare, and Financial Services.

Advanced proficiency in Salesforce, BI tools, and the complete suite of MS Office products.

Ability to lead team performance in achieving quarterly and annual renewal and adoption metrics, consistently meeting or exceeding targets.

Benefits

Extensive health insurance

Income protection

Life assurance

Subsidized gym membership

Leisure travel insurance

Pension contribution

Cycle2Work scheme

25 days’ holiday allowance

Company

Smart Communications.

Glassdoor

3.7

Smart Communications provides the platform that leading organizations trust to deliver personalized, consistent, and compliant conversations across all touchpoints and channels.

Founded in 1991

London, England, GBR

201-500 employees