Full-Time CSM Team Manager
Job Description
As the Manager of Customer Success Managers in our SAAS business, you will lead a team responsible for ensuring our customers are successful and satisfied with our products. You will work closely with our sales, implementation, and account management team to ensure our customers are receiving the best possible experience. You will manage customer relationships across our Core Customer Segment, acting as the customer advocate, ensuring they are maximizing the value of our product and achieving their business goals. The focus is on customer satisfaction, retention and driving value.
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Responsibilities:
- Lead and manage a team of Customer Success Managers to ensure customer success and satisfaction with our products.
- Communicate a clear vision, plan and associated goals for success to your management and direct reports aligned to company mission and goals.
- Ensure employee satisfaction and reduce employee churn measured through Gallup process
- Manage a structured rhythm of business inclusive of planning, processes, tracking and monitoring Customer Success practices
- Collaborate with sales, implementation, professional services and Account Management teams to ensure the customers’ needs are met.
- Monitor customer health metrics and proactively identify opportunities for growth and expansion.
- Provide guidance to team members on best practices, product usage, and feature adoption.
- Handle escalations and work with the relevant teams to ensure timely resolution.
- Develop and implement customer success strategies and initiatives that align with company goals and objectives.
- Analyze customer data and feedback to identify trends and areas for improvement.
- Communicate customer feedback and requirements to product and engineering teams to inform product development and improvement.
- Provide regular coaching and feedback to team members to ensure they are meeting performance goals and achieving individual and team objectives.
Team operations:
- Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention
- At the account portfolio level, ensure proactive renewal motions, and validate get-well plans for at risk customers
- Analyze and assess critical challenges that are putting customer retention at risk
- Set clear expectations and measure against success criteria
- Partner with Gainsight project team to ensure design and reporting requirements to operationalize CSM requirements
- Partner with cross-functional teams to influence execution of get-well plans
- Partner with Sales and Account management to support growth and expansion opportunities
- Bachelor’s degree in business, marketing, or a related field.
- 6+ years of experience in a customer success or account management role in a SAAS business, with at least 4 years of experience managing a team.
- Strong communication, interpersonal, and relationship-building skills.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Excellent problem-solving skills and ability to think creatively.
- Strong analytical skills and ability to use data to inform decisions.
- Familiarity with customer success tools such as Salesforce, Gainsight, or similar.
How to Apply
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