Manager, Customer Success

1Worldsync - Chicago, IL

Full-time - Manager

Hybrid - Chicago, IL

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The Manager, Customer Success at 1WorldSync is a strategic leadership role focused on managing a team of Customer Success Managers to enhance client relationships and ensure the delivery of measurable results. This position involves hiring, training, and guiding the team while critically assessing and improving current processes to reduce churn and identify upsell opportunities. The role requires collaboration with Account Managers and management to align goals and act as an escalation point for client issues, ensuring clients understand the value of their investment in the company's products.

Responsibilities

• Manage and guide the Customer Success team in day-to-day client management tasks
• Critically assess the current processes of the team to find holes and offer and implement process improvement ideas
• Develop and train team members to identify risk, reduce churn, and identify upsell opportunities within their client base
• Track individual and team KPIs on an ongoing basis, and identify ways to improve the process
• Conduct team meetings and recurring 1:1s with individual direct reports
• Lead hiring efforts as we scale the team to full capacity
• Assist in defining client health metrics
• Collaborate closely with Account Managers and management to align and accomplish goals
• Act as an escalation point for client issues and provide leadership for the organization to help clients understand the overall value of the product
• Surface trends and patterns to management for clients at risk and opportunities for growth
• Maintain and develop client relationships for customers at the executive level through various levels of communication including on-site meetings, regular conference calls, web meetings, and email communication
• Consult with clients to define key ROI measurement metrics that align to the marketing strategies and plans
• Identify opportunities for new features and product adoption in the assigned client base and work to provide qualified leads to sales
• Complete all required administrative functions for tracking customer communication, issues, and metrics
• Act as the client's advocate and primary escalation point to ensure that all requests are addressed and completed on time
• Act as a liaison between clients and product organization to ensure functionality enhancements are communicated to the product team and that customers are aware of new offerings

Requirements

• 6+ years of experience managing clients with multi-level organizations that have numerous business drivers and priorities
• 3+ years of experience working with the UGC platform, products, and customer experience at the corporate level

Nice-to-haves

• Proven track record of consistently meeting and exceeding KPIs
• Positive and decisive attitude to ensure you stay calm in an escalation situation
• Solid relationship-building experience
• Entrepreneurial attitude and approach to challenging situations
• Able to handle multiple and competing priorities with grace
• Display and transcend empathy for being client-centric
• Proven experience with client escalations

Benefits

• Incredible health benefits (FSA and HSA options), with dental and vision coverage
• 401(k) plan with employer match
• Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave
• Short and long-term disability and life insurance
• Additional optional benefits include a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance