Manager, Customer Success (Enterprise)

Role Summary

This role will lead our Americas Customer Success team focusing on a highly scalable and efficient engagement model for a large volume of customers. The team will manage customer engagement throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value.  The leadership role will play a key part in building out the team and its structure, working closely with other customer success teams, sales, operations, marketing, support, and product managers.

• Recruit and lead an Americas Customer Success team, targeted at improving our customer experience and growing customer value.

• Create value-based plans and set the stage for meeting KPIs and objectives for the customer success team.

• Help to create a scalable model to support the high volume of customers and still deliver the necessary customer touchpoints.

• Develop the CSM playbook, mapping the customer journey and identifying peak points of satisfaction as well as critical points across the solution set. 

• Help optimize the Customer Success operational platform to improve processes and effectiveness of the team.

• Work closely with associated roles across onboarding, sales, support, product operations, and renewals to ensure smooth handoffs and optimal customer experience.

• Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.

• Analyse customer data to improve the experience and articulate value.