Responsibilities

• Lead and mentor a team of 7-8 Customer Success Managers, fostering a collaborative and high-performing environment.
• Oversee a portfolio of Upmarket customers, ensuring their annual contract values are effectively managed to drive retention and growth.
• Develop strategies to enhance customer adoption of our solutions, ensuring they realize maximum value from their investments.
• Implement operational best practices to optimize team performance and achieve key performance indicators.
• Collaborate with cross-functional teams to support customer needs and drive overall satisfaction.
• Analyze customer data and feedback to identify trends and areas for improvement.
• Prepare and present performance reports to senior management, demonstrating the impact of Customer Success initiatives.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field.
• 5+ years of experience in customer success, account management, or a similar role, with a focus on Upmarket customers.
• Proven leadership skills with experience managing teams and driving results.
• Strong analytical skills and a data-driven approach to problem-solving.
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
• Familiarity with CRM software and customer success tools.
• A passion for delivering exceptional customer experiences and driving business outcomes.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Flexible work schedule and remote work options.
• Professional development opportunities and support for continuous learning.
• Dynamic and inclusive work environment with a focus on teamwork and collaboration.
• Employee wellness programs and initiatives.