Manager of Customer Success

WeBox Inc.; San Jose (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

WeBox Inc. is seeking an experienced, customer-focused, and results-driven Manager of Customer Success to lead and develop our CS team.

You will be responsible for managing the CS team, driving accountability toward team and individual goals, and ensuring customers receive consistently high levels of service and support. You will coach and guide team members on the right processes, establish clear expectations, monitor performance and customer outcomes, and step into escalations or complex

Qualifications

• Bachelor's degree in business, marketing, economics, or related field.
• MBA or Master's preferred.
• 5+ years in Customer Success, Account Management, or Client Success roles.
• 2+ years leading, managing, or coaching a CS or AM team.
• Experience driving retention and account growth.

Responsibilities

• Lead, manage, and develop the Customer Success team with ongoing coaching and guidance.
• Set clear goals and processes to drive consistent execution.
• Monitor performance to meet CS KPIs and retention targets.
• Coach team members on client communication and account strategy.
• Work with Sales, Operations to ensure smooth onboarding and ongoing management.
• Provide leadership with visibility into performance and risks.

Skills

Leadership

Coaching

Account management

Customer-first mindset

Data-driven

Cross-functional collaboration

Performance coaching

Communication

Problem solving

High-growth startup experience

Education

Bachelor's degree

Master's degree/MBA preferred

Tools

Excel or Google Sheets

Job description

AboutOurCompany

WeBoxistheleadingintelligentmarketplacedeliveringpersonalizedgrouporders.

WeBoxisdrivenbythreecoreprinciples:customersfirst,valuethestrivers,andbuildwithpartners.

OurMission

DeliverHappiness

OurVision

By2032,wewillachieve$1billioninrevenuebyleveragingtechnologytobecomealeadingproviderofintelligentandsustainablesolutionsforgrouporders.

JobSummary

WeBoxisseekinganexperienced,customer-focused,andresults-drivenManagerofCustomerSuccesstoleadanddevelopourCustomerSuccessteam.

Inthisrole,youwillberesponsibleformanagingtheCustomerSuccessteam,drivingaccountabilitytowardteamandindividualgoals,andensuringcustomersreceiveaconsistentlyhighlevelofserviceandsupport.Youwillcoachandguideteammembersontherightprocesses,establishclearexpectations,monitorperformanceandcustomeroutcomes,andstepintosupportescalationsorcomplexaccountsituationswhenneeded.

YouwillworkcloselywithSales,Operations,andotherinternalteamstostrengthencustomerretention,growexistingaccounts,improveCustomerSuccessprocesses,andensuresuccessfulexecutionacrossthecustomerlifecycle.

Theidealcandidateisahands-onleaderwithstrongCustomerSuccessorAccountManagementexperiencewhoknowshowtocoachateam,establishscalableprocesses,anddrivemeasurableresultsinafast-paced,high-growthenvironment.

CoreResponsibilities

• Lead,manage,anddeveloptheCustomerSuccessteam,providingongoingcoaching,guidance,andsupport
• Establishclearteamgoals,priorities,expectations,andprocessestodriveconsistentexecution
• MonitorindividualandteamperformancetoensureCustomerSuccessgoalsandKPIsarebeingachieved
• Holdteammembersaccountableforcustomerretention,accountgrowth,clientengagement,andoverallcustomerexperience
• GuideCustomerSuccessteammemberstowardthecorrectprocessesandbestpracticesformanagingcustomeraccounts
• Coachteammembersonclientcommunication,relationshipmanagement,QBRs,accountstrategy,renewals,retention,andgrowthopportunities
• Identifyperformancegapsandprovideclear,actionablecoachingtoimproveresults
• DevelopandimproveCustomerSuccessprocesses,workflows,playbooks,andoperatingstandardsastheteamscales
• Overseekeycustomeraccountsandprovidestrategicguidanceoncomplex,high-value,orat-riskaccounts
• Proactivelyidentifycustomerrisks,trends,andopportunitiesusingcustomerandoperationaldata
• PartnerwithSalesandOperationstoensureasmoothtransitionfromcustomeracquisitionthroughonboardingandongoingaccountmanagement
• Supporttheteaminresolvingescalatedcustomerissuesandensureappropriatefollow-through
• Drivestrategiestoimprovecustomerretention,satisfaction,engagement,andaccountgrowth
• Ensuretheteammaintainsregularclienttouchpoints,includingvirtualmeetings,onsitevisits,andQuarterlyBusinessReviews(QBRs)
• Supportclientnetworkingevents,appreciationinitiatives,andengagementprogramstostrengthencustomerrelationships
• ProvideleadershipwithvisibilityintoCustomerSuccessperformance,keyrisks,customerfeedback,andgrowthopportunities

KeySkills

• Strongpeopleleadership,coaching,andteamdevelopmentskills
• Strongsenseofownership,accountability,andurgency
• Abilitytosetclearexpectationsandholdateamaccountableforresults
• Customer-firstmindsetwithstrongrelationship-buildingskills
• Data-drivenapproachtomeasuringperformanceandidentifyingopportunities
• Strongunderstandingofcustomerretention,accountmanagement,andaccountgrowth
• Abilitytodevelopstructured,repeatableCustomerSuccessprocesses
• Clearandstrategicthinkerwithstrongproblem-solvingskills
• Excellentwrittenandverbalcommunicationskills
• Abilitytomanagecompetingprioritiesinafast-pacedenvironment
• Comfortableprovidingdirect,constructivefeedbackandcoaching
• Proactive,hands-onleadershipstylewithawillingnesstostepinwhenneeded
• AbilitytocollaborateeffectivelyacrossSales,Operations,andotherbusinessfunctions
• Adaptableandcomfortablebuildingprocessesinanevolving,high-growthorganization

RequirementsandQualifications

• Bachelor'sdegreeinBusiness,Marketing,Economics,orarelatedfield
• MastersofrelevantdegreeorMBApreferred
• 5+yearsofexperienceinCustomerSuccess,AccountManagement,orClientSuccessrole
• 2+yearsofexperienceleading,managing,orcoachingaCustomerSuccessorAccountManagementteam
• Demonstratedexperiencedrivingcustomerretention,accountgrowth,orotherCustomerSuccessKPIs
• ExperienceestablishingandimprovingCustomerSuccessprocesses,workflows,andbestpractices
• Stronganalyticalskillswiththeabilitytousedatatoevaluateteamandcustomerperformance
• ProficiencywithExcelorGoogleSheets
• Strongleadershipskillswiththeabilitytocoach,motivate,andholdteammembersaccountable
• Abilitytomanagemultipleprioritiesandstayorganizedunderpressureandtightdeadlines
• Strongproblem-solvingskillsandaproactiveapproachtocustomerescalations
• Abilitytoworkcross-functionallywithCustomerSuccess,Sales,Operations,andotherinternalteams
• Excellentwrittenandverbalcommunicationskillswithacustomer-firstmindset
• Experienceinastartuporhigh-growthenvironmentpreferred

EqualOpportunityEmployer

WeBoxisanequal-opportunityemployercommittedtohiringbasedonmerit,competence,performance,andbusinessneeds.Wedonotdiscriminatebasedonrace,color,religion,maritalstatus,age,nationalorigin,ancestry,physicalormentaldisability,medicalcondition,pregnancy,geneticinformation,gender,sexualorientation,genderidentityorexpression,veteranstatus,oranyotherstatusprotectedunderfederal,state,orlocallaw.

Note

Thispositionoffersacompetitivesalaryalongwithgreatbenefits,PTO,anda401(k)match.

Thisjobdescriptionprovidesageneraloverviewandmaynotencompassallresponsibilities,tasks,orskillsrequired.Additionaldutiesmaybeassignedtomeetthecompany'se evolvingneeds.

Basesalaryrange

$120,000–$150,000annually,basedonexperience,demonstratedCustomerSuccessleadershipexpertise,andoverallqualifications.