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Customer Success Manager

Job Type : Direct
Reference Code : TAM
Hours : Full Time
Travel : No
Relocation : No
Industry : Customer Service and Call Center

Job Description :


The Customer Success Manager, Enterprise is responsible for training, coaching, and motivating a team of dedicated Customer Success Specialist(CSSs). Customer Success focuses on being trusted advisors to our customers helping them achieve their marketing goals and become vocal advocates of our solution, as well as ensuring predictable retention of our accounts. This role will help their team of CSSs lead and deliver transformation, growth and optimization strategies for our customers, as well as being an escalation point for your team as needed. You will drive continuous improvement efforts to support our customers in the most efficient and cost-effective manner, without losing track of contractual commitments and SLA’s.




Responsibilities




  • Manage a team of 8 (and growing) Customer Success Managers

  • Measure effectiveness of CSSs by clearly defining operational outcomes, creating a cadence for review with the team, and sharing metrics with executive team and broader organization

  • Assemble customer feedback and themes with supporting data for sharing across our organization, be the voice of the customer internally

  • Drive continuous improvement through updating internal processes and implementing best practices

  • Influence future lifetime value of customers by ensuring our customers accomplish their goals and effectively recognize and communicate the value Terminus brings to their organization

  • Coach CSSs through the development of Customer Success Plans (CSPs) and Strategic Business Reviews (SBRs), expand client relationships, and guide customers through a successful renewal

  • Serve as an advocate for your team and customers, collaborating with internal, cross-functional teams including product management, professional services, sales, and marketing






 



Required Qualifications :

Qualifications




  • Bachelor's degree required

  • 7+ years of experience in customer success or account management at a growing SaaS or MarTech company

  • 3+ years of experience scaling and growing a team with ability to mentor and manage high performers

  • Demonstrated ability to understand core business metrics around recurring revenue with an ability to manage complex renewal and expansion processes/forecasting for large teams

  • Dedicated cross-functional orientation and ability to build relationships with other leaders and teams

  • Ability to travel 15% of the time


Salary: (80,000 - 100,000)




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