Manager, Customer Success [REMOTE]

$115,000 - $130,000/Yr

Ottimate - Oakland, CA

Full-time - Mid Level

Remote - Oakland, CA

About the position

The Manager, Customer Success at Ottimate is responsible for leading a team dedicated to enhancing client satisfaction, retention, and expansion. This role involves building strong relationships with clients, ensuring they achieve their goals through AP Automation and Payment solutions, and guiding the team to deliver exceptional customer experiences. The position plays a crucial role in contributing to the company's revenue growth and fostering a customer-centric culture aligned with Ottimate's core values.

Responsibilities

• Manage and mentor a team of Customer Success Managers, fostering a high-performance, customer-centric culture.
• Build and maintain deep, strategic relationships with key clients, managing executive relationships and serving as the primary point of contact.
• Oversee the resolution of customer issues and escalations, ensuring timely and satisfactory outcomes that reinforce client trust.
• Lead the design and execution of Quarterly Business Reviews (QBRs), providing guidance and feedback to direct reports during preparation.
• Develop and monitor KPIs to assess team performance and customer health, proactively addressing risks and identifying growth opportunities.
• Partner with Onboarding, Sales and Product teams to drive client success, optimize user experience, and align on new growth initiatives.
• Act as the voice of the customer, providing insights and feedback to enhance product development and improve processes that affect client satisfaction and success.
• Drive renewals and expansions by aligning with customer goals, identifying upsell opportunities, and leveraging best practices for client success.
• Develop and coach team members to enhance their skills and performance in customer success.

Requirements

• 5+ years in customer success or account management, with at least 2 years in a leadership role managing a customer-facing team.
• Background in SaaS, B2B tech, or related fields, with a strong understanding of client success in a growth-stage company.
• Strong interpersonal and communication skills to effectively engage with executive-level stakeholders.
• Demonstrated problem-solving abilities to address customer issues promptly and efficiently.
• Proficiency in relationship management and customer engagement techniques.
• Ability to lead and develop talent within the team to ensure continued growth and success.
• Proficiency in CRM tools (Salesforce preferred) and experience with reporting platforms for monthly and quarterly reporting.

Nice-to-haves

• Experience in AP automation is a bonus!
• Creative problem-solving skills.
• Experience in a startup environment.

Benefits

• Compensation: $115K - $130K plus bonus, salary commensurate with experience.
• Work from home in a remote-first environment with flexible working hours.
• Medical, Dental, Vision and other Company-Subsidized Benefits for you and your family.
• Employer sponsored 401(k) with company match.
• Paid Time Off (and the encouragement to use it).
• Annual company retreats.
• Promote from within philosophy.