Snr. Manager, Customer Success (SMB) (Hybrid) (Fluent in English)
Core
Manage a team of Customer Success Managers to build relationships with SMB customers, maximize lifetime value, and exceed onboarding, renewal, and ARR targets within the assigned portfolio.
Role type
Senior Manager, Customer Success (SMB)
Builds
Customer success outcomes including onboarding, retention, upselling, and team production
Domain
IT Security / SaaS
Required skills
Team management, SaaS subscription model experience, CRM management, Customer lifecycle management, Churn prevention, OKR development, Forecasting, Playbook development, Executive communication, Pricing strategy enforcement
Preferred skills
IT Security domain familiarity, Associate's degree or equivalent, Previous management experience, Financial/operational lever understanding, Cross-functional collaboration
Technologies
Salesforce, Gmail, Google Docs, MS Office (Word, Excel), Web browsers (Chrome, Internet Explorer)
Responsibilities
Manage daily/weekly/monthly/quarterly production targets for the Customer Success team; Monitor statistics and dashboards to identify areas for improvement; Track customer health scores and develop corrective action plans; Develop and execute playbooks for the Customer Success team; Conduct business reviews and report key outcomes to VP and EVP; Manage the overall pipeline and forecasts; Enforce pricing strategies and CRM administration; Provide recommendations for hiring, firing, promotion, and discipline of subordinates; Coordinate with Renewal Specialists for customer renewals.
Seniority
Senior, hands-on IC with team leadership