Manager, Customer Success

Overview

The Manager, Customer Success is part of the Intralinks’ Global Customer Success organization and is responsible for leading a high-performing team of Customer Success Managers (CSMs) focused on delighting our customers and driving their success. This role is designed for a hands-on people leader who can balance operational excellence with transformation.

About the Team

The CSM team is integral in creating long-term value for our customers and ensuring their success with our technology. This team is highly regarded as trusted advisors that guide and advocate for our extensive portfolio of customers. They work closely with customers, planning project implementations, conducting onboarding and training sessions, providing ongoing support, and advocating for customers in internal initiatives and efforts.

What You Will Get To Do

• Lead, coach, and develop a team of Customer Success Managers, setting clear expectations for performance, engagement, and accountability
• Manage the assigned team personnel, which includes hiring, coaching, performance evaluation, training & development
• Ensure Customer Success teams receive the technology, personnel, and educational resources necessary to provide flawless service to Intralinks clients
• Manage the daily workflow on a subset of the Customer Success teams, with the goal of 100% resolution on all issues and complaints
• Responsible for working with Management to develop, evolve, and implement standardized procedural best Customer Success practices
• Foster close relationships with Sales Management, supporting and contributing to regional and global growth strategies
• Advocate for the Voice of the Customer across all functional areas of the organization, such as Product Development, Systems Engineering, Marketing, etc.

Qualifications

• Minimum of 5 years experience in Customer Success
• 2+ years of people management experience, including coaching, performance management, and team development
• Presentation & Communication Skills
• Strong MS Office suite and a good comfort level with software and technology
• Experience using Gainsight, Zendesk and Salesforce
• Excel/reporting expertise
• Project implementation/management experience, preferably with SaaS
• Familiarity with conflict resolution, de-escalation, and positive influencing
• Bilingual - English plus Spanish or Brazilian Portuguese