Customer Success Team Manager (Mat Cover)

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Please note - this is a 12 month maternity cover 

Role

You will provide day-to-day operational and management support to Head of Customer Success and the Customer Success Team. You will need to be highly organised with a SaaS background and experience in managing a B2B Customer Success team. You will report to the Head of Customer Success and provide cover for them when they are not at work. This is a commissioned role, targeted on the NET MRR position of the team each quarter.

 

You will work closely with the Customer Success Managers in all post-sales customer activity, specifically in areas that help them achieve their retention and revenue growth targets. You will also have day-to-day management responsibility of the Customer Success Executives (CSE’s) who provide pro-active strategic support and advice, for non-revenue generating customer work. You will help all members of the department deliver a first-class customer experience and be the first escalation point for the customer; so confidence in dealing with customers is a must.

 

You will gather key department operational metrics (such as cancellations and downgrades, pipeline forecasts, revenue targets etc) and share with the Head of Customer Success and The Head of Customer Insights. You will constantly be looking to improve departmental process and outputs.

 

You will work closely with your peers and other departments and peers to ensure the and internal processes are smooth, efficient and create the best customer experience possible.

 

This role also includes helping Director of Customer Success EMEA with some operational tasks in the Customer Success departments for EMEA.

 

Responsibilities

  • Lead by example and be a platform expert and develop your teams knowledge of platform features, pricing plans, integrations and service portfolio.
  • Work closely with other departments i.e. Onboarding, Support, CTS, Professional Services, Deliverability to ensure a seamless customer experience. 
  • Work with the Heads of Customer Success and other Customer facing teams ensure process change and improvements are made and implemented. 
  • Work with your Customer Success peers to share the workload of common tasks.
  • Provide day-to-day operational support to the Head of Customer Success  in the management of the Customer Success department. This includes but is not limited to:
    • Assigning of new clients to the team based on the agreed criteria.
    • Deciding which accounts receive assistance from the Customer Success Executives. 
    • Following up with the Customer Success Managers to ensure tasks are done.
    • Producing reports on cancellations and downgrades and share with the Head of Customer Success and Head of Customer Insight
    • Tracking and monitoring of team performance to provide a gauge for the health of our customer base. Be full of suggestions for improvements.
    • Assisting with departmental communication such as team meetings, feedback gathering plus distribution of relevant info so messages and announcements are read by all teams.
    • Working with Finance on the Credit Control chase.
    • Working with other departments as needed to help department challenges 
    • Ensuring CRM adoption across the Customer Success department.
  • Assist the Customer Success Managers in their daily tasks and problem-solving customer issues. This includes, but is not limited to:
    • First point of escalation for the team for customer issues.
    • Helping individuals identify commercial opportunities from their customers.
    • Helping individuals provide accurate pipeline forecasts.
    • Helping individuals increase advocacy and renewals by deepen a customers platform and feature usage.
    • Assisting with discounts, authorising credit notes, resolving wrong overage charges and other admin tasks.
    • Support for complex or confusing order forms.
    • Helping customers with the uptake of Professional Services.
  • Day-to-day management of the Customer Success Executives . This includes, but is not limited to, the following tasks:
    • Initial escalation point for the CSEs.
    • Mentoring and educating CSEs team members.
    • Helping CSEs show customers how to get most from the platform to help drive advocacy.
    • Helping CSE’s spot customer retention and growth opportunities and ensure a smooth handover to the relevant individuals who close revenue.
    • Monitor NPS and other non-revenue customer metrics and share with the Head of Customer Success and the Head of Customer Insight
    • Help the CSE’s create positive customer stories and advocates, and work with them to offset and understand any negative reviews or feedback
    • Managing the CSE team’s use of Zendesk, Chat and phone.

 

Skills and experience

  • Proven success in a client-facing environment.
  • 3+ years experience with Marketing Tech, CRM and/or related technologies.
  • Great communication skills, oral and written.
  • Very organised and process-driven; capable of multi-tasking and time-management.
  • Personable, confident and outgoing; a proven ability to build rapport.
  • Ability to help people excel in team-based environment.
  • Experience of working with Microsoft Dynamic CRM is desirable.
  • Ability to work with management team to ensure continued improvements across the department.

Additional information

  • Remote status

    Flexible remote

Or, know someone who would be a perfect fit? Let them know!

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