Team Manager, Customer Success

Appspace; United Kingdom; Remote; GBP 55,000 - 75,000; Full time

Job summary

A leading technology firm in the UK seeks a Team Manager of Customer Success to oversee a growing team. Responsibilities include managing day-to-day operations, supporting team members, and driving KPIs to enhance customer satisfaction. Ideal candidates have over 7 years of customer-facing experience, with at least 3 years in management. The role offers competitive compensation, remote opportunities, and a casual work environment.

Benefits

Competitive salaries

Employer paid medical, dental and vision coverage

Mental health resources

Remote work opportunities

Casual dress work environment

Qualifications

• 7+ years of experience working directly with customers and multiple internal departments.
• 3+ years of management experience, ideally leading high-performing customer success teams.
• Proven leadership ability to influence, develop and empower employees to achieve their best.

Responsibilities

• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members.
• Maintain a high level of team engagement and motivation.
• Serve as first escalation point for CSAT issues and employee process questions.

Skills

Customer relationship management

Leadership

Data analysis

Change management

Organizational skills

Problem solving

Education

Degree in Business, Computer Science/Information Technology or related discipline

Tools

CRM software

Job description

Overview

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

Your Role as a Team Manager of Customer Success Manager:

As a Manager of a Customer Success team, you will be responsible for hiring, training, coaching, and managing a team of new and established Customer Success Managers in a fast-paced and rapidly changing environment. You will also be responsible for driving KPIs, providing your team with the necessary support to execute their tasks, hiring, training, coaching and leading the team. The Team Manager, Customer Success, will work with other leaders to help build a team of world-class Customer Success Managers to provide exceptional service to our rapidly growing customer base.

A Day in the Life of a Team Manager of Customer Success Manager:

• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
• Maintain a high level of team engagement and motivation
• Effectively manage up to 10 team members
• Serve as first escalation point for CSAT issues and employee process questions
• Responsible for all of your team’s ARR
• Report on churn risks and mitigation efforts
• Account assignment and rebalancing
• Data analysis to proactively identify areas for innovation and improvement within the CSM Team and drive collaborative developments within our existing playbooks
• Be responsible for the metrics and results of your team
• Serve as a coach and mentor, helping to develop the skills of your team so they are able to achieve their metrics and career goals
• Develop, retain and motivate an existing team while recruiting for new members and continually raising the bar for talent and capabilities
• Maximize efficiency in a constantly changing and growing environment
• Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers
• Coordinate with recruiting and internal teams to recruit, hire, and train new team members.

What You’ll Need:

• 7+ years of experience working directly with customers and multiple internal departments
• 3+ years of management experience, ideally leading high-performing customer success teams
• Proven leadership ability to influence, develop and empower employees to achieve their best
• Experience working effectively with all levels of management
• Experience handling customer escalations
• Self-motivated, entrepreneurial in nature and comfortable and experienced in change management
• Excellent leadership, organizational and problem solving/decision making skills
• Ability to manage multiple projects while maintaining strict attention to details
• Ability to adapt quickly to new software and constantly changing business requirements
• Use data to analyze results and make data-driven decisions
• Ability to communicate effectively in small and large groups
• Degree in Business, Computer Science/Information Technology or related discipline is preferred.

The Perks of Working for Appspace:

For all our team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage and mental health resources. Additional perks include:

• Remote work opportunities
• A casual dress work environment

EEO and Compliance

Appspace is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. We do not discriminate on the basis of protected characteristics. We may provide a general compensation range during the interview process; final compensation will be based on experience, skills, certifications, and fit for the role. We may invite voluntary self-identification consistent with applicable law, and participation is voluntary.

We strive to create an inclusive environment and welcome candidates from diverse backgrounds. If you are located in a jurisdiction with specific pay transparency requirements, we will discuss the relevant range during your application process.

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