Customer Success Manager

About the role

The Regional Customer Success Manager is responsible for managing a team of Customer Service Representatives and Customer Success Managers, bridging the gap between the customer and our organization. The principal objective is to ensure each touchpoint across the customer journey is engaging, efficient, and effective, while supporting the strategic direction of the business and growth strategies. This role reports to the Director of Customer Service and assists in implementing policies and procedures to positively impact overall team efficiencies. Additionally, this role leads positive changes across the organization to enhance the Customer Experience through aligned development and implementation of organizational standards.

The Regional Manager drives Service Excellence through individual accountability, action-based leadership to inspire and support a customer-focused culture, and leads change to ensure customer-focused governance. This role is responsible for establishing, developing, and maintaining positive working relationships with internal stakeholders, their team, and customers.

Responsibilities

• Drive measurable improvements to increase service metrics (customer health, customer satisfaction, overall customer experience) and financial outcomes (billing accuracy, upsells, net retention), while remaining aligned with organizational business objectives.
• Utilize data-driven decision making and real-time account intelligence (at scale) to provide teams with key insights needed to improve the customer experience efficiently and effectively.
• Focus on process as well as outcomes to maintain team motivation, balancing expected results with acknowledgment and celebration of progress. Embrace an evolutionary approach, seeking new methods to improve individual and team performance while adopting best practices aligned with employee strengths.
• Establish and enforce processes to create fewer touchpoints for customers to successfully receive pertinent information. Drive consistent, clear, and timely communication from the Customer Service team to customers.
• Lead effective cross-collaboration with internal stakeholders, external ecosystem, and customers to ensure collective success.
• Lead and assign training, performance reviews, and employee development based on team needs and goals.

Requirements

• 10+ years of Customer Service experience.
• 4+ years in a leadership capacity, leading teams of 20 or more.
• Bachelor’s degree preferred or equivalent education and experience.
• Experience working on transformational programs or Change Management initiatives.
• Graduate degree in business, management, social science (or related field) preferred.
• Proven track record building customer-centric teams and Customer Support/Success technology domain knowledge preferred.
• Order to Cash experience (PO to invoice), ERP expertise, and an understanding of integrated technologies.
• CRM Experience required, preferably Salesforce.
• Demonstrated knowledge of Customer Service best-in-class practices and industry benchmarks.

Benefits

• Individual development, on-the-job training, and development programs designed to help employees grow in their careers.
• Paid parental leave.
• Education assistance program.
• Employee assistance program.
• Various healthcare plan options as well as 401(k).