Fully Remote in the states of: Arizona, California, Colorado, Illinois, Iowa, Kentucky, Michigan, North Carolina, Ohio, Oklahoma, Oregon, Texas, Utah, or Washington
THE JOB
The Customer Success Team Manager at Kotis Design is a motivated, relationship expert with the ability to thrive in a dynamic, growing environment. This individual supports the sales and client retention efforts of Kotis and is responsible for the expansion within existing preassigned customers and will direct, oversee, and implement short and long-term strategies for building client relationships, generating new business and driving revenue growth. They will identify client needs, as well as their long-term goals, to help the clients reach their maximum objectives while maintaining company profitability.
This is a quota bearing role with expectations of revenue growth and retention within existing accounts.
RESPONSIBILITIES
- Manage Customer Success Managers (CSMs).
- Retain & Expand Accounts.
- Make continuous improvements to the Kotis customer experience.
- Effectively manage, review, and optimize the team's pipeline to consistently exceed revenue goals.
- Coach, motivate, educate, and train your team to maximize their performance and productivity.
- Conduct comprehensive performance evaluations to ensure key performance indicators (KPIs) are met across the team. Motivate the team to retain existing business, expand into new departments, achieve quarterly projections, and conduct thorough business reviews.
- Conduct weekly coaching sessions with each team member to provide individualized support and guidance.
- Host weekly team meetings to discuss updates, address challenges, and acknowledge outstanding achievements.
- Personally coach each team member on at least one call per week to provide real-time feedback to enhance their skills.
- Foster collaboration with your team and cross-functional managers to generate suggestions to improve the Kotis customer experience.
- Create and maintain all team-related training materials in platforms such as Forumbee and Kotis University.
- Plan quarterly team events to foster camaraderie and recognize outstanding performance along with planning sales competitions to motivate the team to exceed performance goals.
- Manage a select number of top accounts as the Customer Success Manager (CSM).
- Maintain a high level of involvement in all team accounts to stay informed about opportunities and challenges.
- Take ownership and provide management support when an account is at risk and requires intervention.
REQUIREMENTS
- Minimum of five (5) years of experience in customer success (preferred), account management or sales.
- 3+ years of managing direct reports.
- Proven ability to meet or exceed established revenue goals.
- Ability to establish strong, long-lasting relationships at all levels of the organization both internally and externally.
- Ability to proactively create, execute, and adapt client strategy to achieve goals.
- Excellent communication skills (both written and oral).
- Bachelor's degree in business, marketing, or related field.
- Proficiency in program tools such as CRM, Microsoft Office Suite, Internet, HubSpot
- Ability to multitask and communicate effectively with a wide range of individuals.
- Strong attention to detail.
- Ability to work to time constraints.
COMPENSATION
$110K+ bonus (OTE approx $140K+)
