Leader, Customer Success Management

About the role

The Leader, Customer Success Management supervises a team of Customer Success Managers and is responsible for managing the team’s workload, coaching on best practices, driving adoption and maximizing value while minimizing churn, achieving a high NRR for all team’s portfolio accounts, and contributing to team strategy and process development.

Core Responsibilities

• Ensure success and renewal of their team’s customer base
• Serves as primary point of escalation on behalf of their team and its customers, uses discretion to loop in additional leadership as necessary.
• Maintain a deep functional understanding of our solutions in order to educate customers and the CSM team about the most relevant features/functionality/products driving increased ROI relative to customers’ specific business needs.
• Prepare and participate in customer Executive Business Reviews (EBRs) alongside CSMs
• Attend Key Account Reviews (KARs) on portfolio accounts and work with CSM to develop a ‘Get Well’ plan for any known risks.
• Ensure best practices are established and followed for ongoing QGenda governance
• Support the team with strategy, problem solving, and execution on internal and customer-facing matters
• Drive “Best Practices” and act as thought leader, making recommendations for new solutions and procedures to problems
• Ensures all team’s portfolio accounts are maximizing Net Revenue Retention
• Ensure compliance to team based KPIs and completion of job activities such as business reviews and other customer-facing/internal activities
• Support and implement CX and corporate initiatives
• Responsible for team performance metrics and reporting
• Responsible for all HR aspects of employee management
• Provide continuous feedback to direct reports through regular coaching, employee development and annual performance reviews
• Perform comprehensive employee development planning to support growth of employees to achieve goals, objectives, and enable career development
• Voices feedback and concerns of team members to the leadership team

Who You Are

• Experience providing direction on customer engagements, in a matrixed environment
• Ability to interact and build relationships with customers and executive contacts as a leadership contact and point of escalation
• Experience providing presentations to diverse audiences
• Ability to inspire, motivate, and facilitate in order to improve the productivity of the team
• Strong delegation skills and ability to break down complex tasks into actionable components
• Basic understanding of CS & company financials
• Experience understanding business problems, products, processes and technical challenges and thrive on connecting technology with measurable business value for customers and the internal organization
• Working knowledge of customer expectations across area of speciality
• Ability to create and utilize reports and dashboards to manage team performance
• Experience delivering and supporting SaaS products is an advantage
• Customer Success Platform experience (e.g. Planhat, Gainsight) highly desired
• Background in Customer Success, Account Management, or Professional Services, is highly desired

Experience You Bring

• Bachelor degree or equivalent work experience
• 4+ years of relevant experience for specific function being managed
• Ability to travel for customer meetings, conferences, and other industry events

Not Required, but Nice to Have

• Experience with Customer Success Platforms (i.e. PlanHat)
• Success Coaching CSSM Level 1-5 certifications
• Experience/exposure to Healthcare market and IT ecosystem