Manager, Customer Success Management

About the Team:

What you’ll do:

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  Team Leadership and Development:
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  Lead, mentor, and develop a team of Customer Success Managers.
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  Foster a positive and collaborative team environment.
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  Conduct regular performance reviews and provide constructive feedback and radical candor.
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  Identify training and development needs and provide appropriate resources.

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  Customer Relationship Management:
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  Build and maintain strong relationships with key customers.
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  Act as a point of escalation for customer issues and ensure timely resolution.
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  Develop and implement strategies to improve customer satisfaction and retention.
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  Monitor customer health metrics and proactively address potential issues.
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  Ability and desire to roll-up your sleeves and dig into customer issues, is a plus.

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  Strategic Planning and Execution:
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  Develop and execute customer success strategies aligned with company goals.
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  Collaborate with cross-functional teams (Sales, Product, Marketing, etc.) to ensure a seamless customer experience.
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  Identify opportunities for upselling and cross-selling to drive revenue growth.
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  Analyze customer feedback and data to inform product and service improvements.
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  Operational Excellence:
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  Implement and optimize customer success processes and best practices.
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  Utilize customer success software and tools to track and manage customer interactions.
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  Prepare and present regular reports on team performance and customer success metrics.
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  Ensure compliance with company policies and industry regulations.

What would make you a strong fit:

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  Bachelor’s degree in Business, Marketing, or a related field.
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  7+ years of experience in Customer Success, Account Management, or a related field, with at least 2 years in a leadership role.
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  Fraud and/or Payments product knowledge.
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  Proven track record of managing and developing high-performing teams.
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  Strong understanding of customer success principles and best practices.
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  Excellent communication, interpersonal, and problem-solving skills.
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  Ability to analyze data and make data-driven decisions.
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  Experience with customer success software (e.g., Gainsight, Totango) is a plus.
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  Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Benefits and Perks:

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  Competitive total compensation package
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  401k plan
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  Medical, dental and vision coverage
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  Wellness reimbursement
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  Education reimbursement
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  Flexible time off

A little about us: