Responsibilities
- Act as the main post-sale contact for a select group of SMB clients, managing onboarding, adoption, annual business reviews, ROI realization, renewals, and goal achievement.
- Serve as a top-tier escalation resource and exemplify high-impact customer engagement practices.
- Manage, coach, and guide a team of 6–10 Customer Success Managers to meet adoption, retention, and expansion targets.
- Implement weekly coaching routines focused on pipeline health, renewal tracking, and risk mitigation, along with individual growth plans.
- Lead recruitment, onboarding, and ramp-up of new Customer Success team members.
- Reduce the total value of at-risk accounts in the small and mid-market segment to under $2 million.
- Take ownership of gross and net revenue retention metrics for the mid-market group, driving proactive risk mitigation and value realization strategies.
- Collaborate with sales partners on upsell and cross-sell initiatives and ensure accurate forecasting and strict renewal processes.
- Develop and enforce standardized workflows for onboarding, product adoption, renewals, advocacy, and issue escalation, ensuring consistent customer touchpoints including executive business reviews.
- Utilize CRM and customer success platforms, health scores, and automated playbooks to scale operations and track performance.
- Collect and report product feedback with measurable impact to inform development priorities.
- Partner with senior Customer Success leaders on portfolio strategy, growth planning, and retention initiatives.
- Work cross-functionally with Product, R&D, Operations, and Support teams to resolve client issues and influence product direction based on customer insights.
- Coordinate with Marketing to develop customer references, case studies, and educational content for broader outreach.
- Secure at least five customer testimonials from SMB clients to support marketing and sales efforts.
Requirements
- Bachelor’s degree in business, management, or a related field, or equivalent professional experience.
- Minimum of five years in Customer Success or Account Management, including at least two years in a leadership or mentoring role for CS or AM teams.
- Deep understanding of SMB customer dynamics, with prior experience in restaurant or retail operations strongly preferred.
- Executive-level communication skills with the ability to engage confidently with Director- and C-level stakeholders.
- Demonstrated success in improving product adoption, customer retention (measured by GRR/NRR), and revenue growth, with disciplined renewal and expansion practices.
- Strong coaching abilities, performance management experience, and a track record of effective cross-functional collaboration.
Nice to Have
- Experience with CRM and customer success tools such as NetSuite, Totango, Zendesk, or Jira.
Compensation
Competitive base salary with incentive programs, stock award, and comprehensive benefits.
Work Arrangement
Hybrid
Team
Team of 6–10 Customer Success Managers
Other
- We cannot sponsor any type of visa for this role, including work or residency visas. Applicants must already have legal authorization to work in the U.S.
- The company provides a comprehensive Total Rewards package featuring performance bonuses, stock awards, paid parental leave, unlimited PTO, hybrid work options, and competitive health and compensation benefits.
Not available. Candidates must have valid work authorization in the United States.
