Manager, Customer Success

SafetyCulture; Austin (TX); Remote; USD 70,000 - 110,000; Full time

Job summary

Join a forward-thinking company that prioritizes customer success and offers a dynamic work environment. This role involves tracking customer success activities, coaching teams, and ensuring predictable outcomes. With a strong focus on professional growth, you'll have access to training opportunities and a flexible work-life balance. Recognized as a top employer, this innovative firm values community involvement and fosters an inclusive workplace. If you're passionate about making a difference in customer success, this position is perfect for you.

Benefits

Flexible working arrangements

Comprehensive benefits including 401k

Generous medical insurance

Professional training opportunities

Community involvement opportunities

Qualifications

• 5+ years in customer success or account management within SaaS.
• 2+ years managing and coaching a team to meet performance metrics.

Responsibilities

• Track CSM activities for consistent performance.
• Monitor at-risk customers and engage cross-functional teams.

Skills

Customer Success Management

Account Management

Communication Skills

Leadership Skills

Problem-Solving Skills

Tools

Salesforce

Vitally

Job description

Employer Industry: Software as a Service (SaaS)

Why consider this job opportunity:
- Competitive salary with equity and high growth potential
- Flexible working arrangements, allowing for a personalized work-life blend
- Comprehensive benefits including 401k and generous medical insurance plans
- Access to professional and personal training and development opportunities
- Opportunities for community involvement and participation in hackathons and workshops
- Recognition as a Best Place to Work in Australia, the US, and the UK

What to Expect (Job Responsibilities):
- Track Customer Success Manager (CSM) activities to ensure consistent performance and predictable outcomes
- Monitor at-risk customers and renewals, engaging cross-functional teams as necessary
- Review CSM calls and provide feedback to drive continual development of team members
- Provide renewal forecasting updates and proactively flag risks to the Director of Customer Success
- Create playbooks and processes to drive business outcomes and address key areas of opportunity

What is Required (Qualifications):
- Minimum of 5 years of experience in customer success, account management, or a related field within the SaaS industry
- At least 2 years of experience managing and coaching a team to achieve performance metrics
- Strong understanding of SaaS business models and customer success metrics (e.g., GRR, NRR, Net ARR)
- Excellent communication, interpersonal, and leadership skills
- Proficiency with customer success tools and CRM software (e.g., Vitally, Salesforce)

How to Stand Out (Preferred Qualifications):
- Experience working in a scaling organization
- Strong problem-solving skills and the ability to work in a fast-paced, dynamic environment
- Strong Enterprise/Strategic experience

#SaaS #CustomerSuccess #RemoteWork #CareerGrowth #InclusiveWorkplace

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