Customer.io · 15 hours ago

Sr Manager, Customer Success

United States

Full-time

Remote

Senior Level

$145K/yr - $165K/yr

Maximize your interview chances

Digital MediaProduct Search

Comp. & Benefits

Insider Connection @Customer.io

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Collaborate with your regional counterpart to ensure alignment of process and resources, avoiding conflicting and redundant efforts

Coach and develop managers and CSMs to achieve world class service for our customers

Establish regular cadence of communication to keep the team well informed and focused on priority efforts

Maintain an informed pulse on the health of strategic accounts and high impact opportunities and risks, providing direction on execution as necessary

Strategize with CX leadership and CS Managers on retention plays for high churn risk customers

Partner with Account Management leaders to inform pipeline and align resources around upsell and renewal opportunities while compensating for contraction/churned revenue

Engage with Sales and Marketing managers to facilitate a seamless customer journey from pre-sales to post-sales, sharing feedback, lessons learned, and wins to inform how we work with prospects and customers

Support CSMs in advocating for and representing customers in collaborative efforts with Product and Engineering

Attend customer calls as appropriate to elevated customer care and sponsorship in order to strengthen relationships

Coach team members and play an active role in customer escalations, establishing playbooks and best practices to prevent escalation early and resolve issues quickly when they occur

Advise the Director of CS on resource allocation that optimizes the customer experience, leverages the strengths of top performers, and facilitates growth opportunities for individuals

Monitor KPIs (NRR, Net Expansion, Churn) and take action to maintain consistency and/or improvement as dictated by the Customer Success team strategy, helping redefine and/or establish new KPIs as necessary

Oversee utilization of the Customer Success tech stack, working with CS Ops to empower CSMs with the appropriate processes and tools

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 SuccessSaaS ExperienceTeam ManagementTechnical PlatformsUpsellingB2B ManagementCoachingSpanish LanguageAPIs UnderstandingHTML KnowledgeJavaScript Knowledge

Required

7+ years of experience in customer success, account management, client services, or related customer-facing role

3-5+ years of experience managing and leading teams

Background in SaaS (bonus points for marketing automation, CDP, messaging platforms) with a deep understanding of managing B2B, Mid-Market customers and technical end users

Proven ability to manage and grow long-term relationships with high-value customers

Experience identifying upsells, cross-sells, renewals, and expansion revenue

Demonstrated success managing teams through organizational or technological change

Excellent verbal and written communication skills to interact effectively with customers and internal stakeholders.

Strong conflict resolution and negotiation skills

Comfort navigating technical platforms and/or in grasping new technical concepts (including a basic understanding of APIs, webhooks, template languages such as HTML, liquid, JavaScript)