Senior Manager, Customer Success

About the position

As Senior Manager of Customer Success at Stack Overflow, you’ll work in tandem with multiple internal stakeholders to renew and grow business in our existing Teams client base. The Senior Manager leads and manages a global team of Strategic Customer Success Managers responsible for the engagement, adoption, retention and growth of our largest customer accounts. The ideal candidate loves to build, execute, delight customers, and succeed in growing a book of business. You want to be with a collaborative team where your experiences, effort and ideas will matter. Most importantly, you want to believe in the product you’re selling and take a personal interest in the growth of the organization.

Responsibilities

• Manage a team of Strategic segment-aligned Customer Success Managers (CSMs) to achieve adoption, renewal, and growth goals.
• Maintain awareness of the customer lifecycle and drive engagement and action at key points (onboarding, community adoption, renewal, expansion, reference) throughout a customer's experience with Stack Overflow.
• Coach CSMs on best practices for driving community adoption and engagement, finding upsell opportunities within accounts, developing customer growth plans, and signaling high potential and at-risk customers.
• Forecast, track and report key deployment and adoption metrics.
• Deliver a weekly forecast for renewals, churn and upsells.
• Be an account escalation point for adoption, renewal and executive support.
• Collaborate with key internal and external stakeholders to enhance the Stack Overflow brand and suite of offerings.
• Identify common customer challenges among your CSM cohort and their books of business to help uncover opportunities for enhanced product solutions.
• Partner cross-functionally with Stack Overflow Sales, Product, Engineering and Marketing teams to continuously improve the customer experience.
• Create internal and customer-facing assets and presentations.

Requirements

• 5+ years of B2B Enterprise SaaS Account Management experience with a demonstrated track record of success.
• 3+ years of experience in a management role leading 3+ team members in Customer Success and/or Account Management roles.
• Knowledge of Customer Success management best practices and key processes used in best-in-class organizations.
• Outstanding communication skills with customers and internal stakeholders at all organizational levels from end users to C-level executives.
• Passion for customer success and creating a continuously improving experience via technology.
• Deep understanding of customer journeys and sales cycles in competitive markets.
• Consistent track record of highly-professional customer service in a fast-paced, dynamic environment.
• Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues.
• College degree (BA/BS).
• Experience with CSM tools such as Salesforce, Amplitude, Groove, Clari, Gong.

Benefits

• Competitive Base Salary
• Unlimited FTO
• Generous parental leave (16 weeks at 100% pay), family care leave, and unlimited sick days
• Equity for all employees at all levels
• Industry-leading health benefits that are applicable per country of residence for all our full-time employees
• Company-paid Life Insurance
• Home Internet stipend
• Professional allocation for your growth and development
• One-time allowance to assist with your home office setup
• Company-paid access to Calm, Bravely, LinkedIn Learning, MyAcademy and Overdrive