Manager, Customer Success

Steno Agency, Inc.; United States; Remote; USD 100,000 - 140,000; Full time

Job summary

A leading company in the court reporting industry is seeking a Manager of Customer Success. This role involves overseeing operations, leading a team, and ensuring client satisfaction through strategic initiatives and performance metrics. The ideal candidate has a proven leadership background in customer success with a focus on operational excellence and client relationships.

Benefits

Health, Vision, & Dental Benefits

Wellness/Mental Health

Flexible Paid Time Off

Options of Equity

401k Access

Home Office Setup

Qualifications

• 6+ years in Customer Success or Account Management, including 2+ years in leadership.
• Experience managing client relationships with success against key performance indicators.

Responsibilities

• Oversee daily operations of Account Management and Scheduling teams.
• Recruit, lead, and develop a team of 7-10 customer success professionals.
• Collaborate with Sales, Operations, and Product teams to enhance client experience.

Skills

Leadership

Problem-Solving

Communication

Tools

Zendesk

Job description

Steno is growing! We’re looking for a Manager, Customer Success to join our winning team, which is revolutionizing the court reporting industry every single day. We’re a diverse team from all over the country (and beyond) and we’re crazy about redefining the boundaries of an outdated industry.

In this role, you will oversee the daily operations of the Account Management and Scheduling teams within your region, driving performance, ensuring operational excellence, and advancing key strategic initiatives.

Who are you?

We are seeking an experienced leader who has a proven track record of strategic problem-solving and excelling in the orchestration of competing priorities within dynamic, fast-paced environments.

On a regular basis you will

• Recruit, lead, and develop a team of 7-10 customer success professionals
• Support the team through issue resolution and serve as the lead on customer escalations through effectively discerning and managing client interactions
• Identify and develop programs and playbooks for the customer success team to support key metrics, including NPS, retention, and product adoption
• Collaborate effectively with Sales, Operations, and Product teams to evolve and consistently deliver a best-in-class client experience
• Leverage metrics and data to continuously drive operational efficiency, process improvement and quality of execution
• Be the voice of the customer internally, ensuring a cohesive experience throughout the customer journey, by deeply understanding the nuances of the legal community and translating client needs into actionable recommendations
• You have 6+ years of experience in Customer Success or Account Management, including 2+ years in a leadership capacity at a legal services or technology company
• You have demonstrated your ability to coach and develop team members toward sustained levels of increased performance in a remote environment
• You have managed a book of client relationships with success against key performance indicators, such as NPS, retention and product usage
• You have experience leveraging data and qualitative observations to answer business questions and identify process improvement opportunities
• You have excellent listening skills and exceptional verbal and written communication
• You have proficiency with Zendesk (not required, but a plus!)
• Salary - $100k - $140k
• Health, Vision, & Dental Benefits - generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental
• Wellness/Mental Health - shared benefits to be used among employees and families
• Flexible Paid Time Off - allowing employees to find balance in their lives
• Options of Equity - we know our success is nothing without our team
• Access to a 401k through Guideline
• A home office setup and a monthly stipend to offset internet and phone costs

Our Team

The Customer Success Team is laser-focused on our overall client experience, consisting of both Scheduling and Account Management groups. Our Schedulers deliver a reliable, timely, and hospitable experience for our clients day-by-day, deposition-by-deposition. Our Account Managers deepen relationships with our clients to drive business goals, promoting satisfaction, revenue, growth, and retention.

Our Customer Success team serves as the front line of the business to ensure clients and providers are well taken care of, with the ultimate goal of ensuring Steno continues to be a top court reporting and litigation support services agency for our law firm clients.

About Steno

• Founded in 2018 and growing fast!
• Values: be highly reliable, constantly innovate, operate with a hospitality mindset
• Diverse backgrounds welcome! Steno employees have a unique blend of legal, technology, operations and finance experience
• We are revolutionizing the litigation and court reporting industry
• Cutting-edge technology - unique products and integrations to maximize the output of legal professionals
• White glove, concierge customer service that our clients rave about

Application Information

• Steno is an equal opportunity employer and does not discriminate based on any characteristics that are protected under the law. All employment decisions are based on qualifications, merit, and business needs.
• Applicants needing special assistance or accommodations for interviews or website access should contact us at [e-mail].
• Steno personnel will always have either a steno.com email address or will contact you via Rippling Recruiting. Act with caution if asked for personal information. Background checks, for example, are only conducted after an offer is extended.
• Applicants should receive a confirmation email immediately after applying. If you haven’t received it, check your email spam folder and approve the sender address to ensure receipt of future communications.
• Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information that may be included on a resume or application, is collected and stored in our system. Still, we never disclose or sell your personal information.