Senior Manager, Customer Success

About the position

As the Senior Manager, Customer Success, you'll play a pivotal role in ensuring the success and satisfaction of our customers. You'll lead a team dedicated to building strong relationships, driving adoption, and ensuring the value realization of our products or services for our clients. The role is working with Siteimprove's low ARR customers where customers need to be managed at scale, leveraging data, technology, and processes to deliver on this.

Responsibilities

• Meet and exceed overall Customer retention and expansion goals with assigned customers (i.e., Net Retained Revenue).
• Lead a team of CSEs who work with Customers to establish a critical goal, or other key performance indicators and aid the Customer in achieving their goals.
• Team Leadership: Lead and manage a team of customer success executives, providing guidance, mentorship, and support to achieve individual and team goals.
• Drive team utilization of all available methods and tools for indications of improving or failing Customer health and respond accordingly.
• Lead and participate in huddles, team meetings, and other company functions by sharing knowledge and providing feedback that will improve how Siteimprove works with our Customers.
• Work with CSE and Customers that communicate their intent to churn to understand why they would like to churn or contract and if possible, get the Customer to renew with a plan to get back on track.
• Maintain practitioner-level knowledge of customer industries as well as product features, advantages, benefits, pricing, contract details, and selling points for effective communication.
• Advocate on behalf of the Customer to other departments to ensure Customer needs are met.
• Accurately forecast both retention and expansion revenue; being able to zoom out to see high-level trends and zoom in on individual customers.
• Collaborate with cross-functional teams (sales, product, marketing, customer support & professional services) to align strategies and ensure a cohesive customer journey.
• Provide leadership support and oversight on customer engagements to ensure we understand their evolving needs and challenges.
• Utilize data and analytics to drive decision-making, identify trends, and recommend actionable insights for improvement.
• Work closely with Sales Management to align adoption and expansion strategies, and account opportunities (i.e. growth opportunities).
• Keep up-to-date information, status, documentation, and other pertinent details of assigned Customers in Siteimprove's Customer Success tool.
• Performs other related duties as assigned.

Requirements

• Minimum 8 years of experience in Customer Success or equivalent history in increasing Customer satisfaction, adoption, and retention.
• Experienced leader of high-performing Customer Success teams in SaaS, with at least 2 years of leadership experience.
• Expertise in how to manage customers at scale; leveraging data and technology to deliver 1 to many engagements.
• Self-starter with a demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasks.
• Strong listening ability and persuasiveness to use appropriate interpersonal styles and communication methods.
• Proven Customer-focused experience ensuring the Customer perspective is a driving force behind business decisions and activities.
• Excellent problem-solving and creative thinking skills.
• Proven ability to be a business advisor by creating valuable business partnerships with Customers.
• Proven track record of delivering measurable results.
• Excellent verbal and written communication skills working in a professional environment.
• Strong collaboration and team-building skills.
• Excellent time management, organizational, and planning skills.
• Ability to multi-task and adapt to a fast-paced environment.
• Experience in digital marketing.
• Software-as-a-Service (SaaS) experience with Customer service.
• Travel as needed.

Nice-to-haves

• High-level knowledge of Digital Content Creation, accessibility, Search Engine Optimization, and Digital Analytics.
• Familiarity with HTML or web content management is a plus.
• Ability to drive internal projects with appropriate change management.

Benefits

• Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member.
• 11 paid holidays and volunteer leave.
• National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability.
• Discounts to volunteer plans to meet your family needs.
• 401(k) with a company match to provide a better future in your retirement years.