The Manager of Customer Success – East is a working manager role requiring someone who can both excel at managing a team, and be a rock-solid individual contributor for a small portfolio of key accounts.
In this role, you will be responsible for managing a team of Customer Success Managers (CSMs) to ensure that they are working strategically with customers to understand and advise customers in the best way to solve sales enablement (training and coaching) challenges using the Brainshark suite of products. As well, you will be responsible for directly driving customer success conversations with some of our key accounts in the region.
The role requires an individual who has experience with strategic consultations, good at nurturing customer relationships, and can coach colleagues on how to do the same. This person takes a leadership role in the development and execution of customer success programs with the goal of exceptionally high customer satisfaction which will result in increased renewal rates and customer acquisition of additional products and services.
Sr. CSM RESPONSIBILITIES: