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Manager, Customer Success - East Region

We see this as an exciting opportunity for someone who can excel at growing and leading a customer success team in a fast-paced environment.   The ideal candidate will drive customer success conversations with key accounts and manage a team of Customer Success Managers (CSMs) ensuring that they are working strategically with customers to solve sales enablement (training and coaching) challenges using the Brainshark suite of products.  

The role requires an individual who has experience with strategic customer consultations, nurturing relationships, and coaching the Customer Success Managers on how to do the same.  The Manager, Customer Success will develop and execute customer success programs with the goal of obtaining exceptionally high customer satisfaction and increasing renewal and retention rates. 

RESPONSIBILITIES:

  • Provide leadership and coaching to our CSMs.
  • Be a member of the Customer Success Leadership Team to drive the level of CSM performance.
  • Foster an environment of collaboration.
  • Implement strategies to enhance the customer lifecycle.
  • Meet individual and team customer retention goals with a focus on driving a strong ROI for our customers.
  • Provide leadership within the group on Customer Success projects.
  • Partner with department VP on training and on-boarding initiatives for CSM team members.
  • Manage a small portfolio of key accounts.

QUALIFICATIONS:

  • At least 3 years management experience within a customer success organization and 5 years of experience as a CSM/Sr. CSM/Account Management Team Lead or comparable title.
  • Understanding of Customer Success principals, metrics, and best practices.
  • SaaS experience, working with Sales Enablement, Sales, Training, and executive buyers a plus.
  • BS/BA or equivalent, MBA a plus.
  • Salesforce.com and Customer Success Software experience.
  • Positive attitude and passion for working with customers.
  • Excellent management & team building skills.
  • Excellent consultation skills, problem solving skills, and the ability to think strategically.
  • Excellent verbal and written communication skills.
  • Excellent organization, motivation, leadership, and interpersonal skills.
  • Ability to multi-task and prioritize issues in a complex environment.
  • Ability to work cross-functionally and collaboratively.
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