Manager of Customer Success

Swooped; United States; Sur place; USD 63 000 - 92 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision insurance

Retirement plan with match

Flexible PTO and sick leave

Paid parental leave

Paid holidays

Life insurance

Disability insurance

Pet insurance

Résumé du poste

Swooped in United States is seeking a Manager of Customer Success to lead a high-performing team, retain customers, and drive upsell opportunities that boost website performance. You will mentor staff, set goals, and align customer outcomes with company objectives.

You will oversee cross-functional initiatives, monitor KPIs such as NRR and CSAT, and communicate updates to stakeholders while ensuring timely resolution of escalated issues and workloads.

Qualifications

• Bachelor’s degree in computer science, marketing, project management, business administration, or a related field.
• Over 5 years of managerial experience, demonstrating effective team leadership.
• Outstanding communication abilities, capable of clearly explaining technical matters to various audiences.
• Proven track record of achieving or surpassing metrics, upselling, quotas, and KPIs, with favorable customer feedback.
• Exceptional customer service skills, coupled with technical proficiency and the ability to handle time-sensitive tasks in a fast-paced setting.
• Familiarity with Salesforce, JIRA, or similar tracking systems is preferred.

Responsabilités

• Drive cross-functional execution and understanding of customer strategy and KPIs, including Net Revenue Retention, touchpoints, CSAT, churn score, SLAs, and QA.
• Manage daily team operations by reviewing aging cases, training codes, follow-ups, and customer communications across channels.
• Lead performance management for team members, including one-on-ones, reviews, and quarterly OKRs.
• Host monthly team business reviews and serve as escalation point for complex issues.
• Oversee interviewing, hiring, and onboarding for staff, and verify training completion.
• Track project statuses and share updates with stakeholders using tracking boards.
• Keep the team updated weekly on products, procedures, customer needs, and announcements.

Connaissances

Team leadership

Communication

Upselling

Customer service

Microsoft Office

Salesforce

JIRA

Formation

Bachelor’s degree in CS/Marketing/PM/Business

Outils

Salesforce

JIRA

Microsoft Office

Description du poste

• Location: United States (open to US residents only)

Overview

The Manager of Customer Success oversees customer retention, relationship cultivation, team leadership, and mentorship while driving data-driven process enhancements. This role focuses on upselling products and services to improve website performance, resolving escalated client issues, serving as the voice of the customer, and aligning customer satisfaction with overarching business goals.

Key Responsibilities

• Drive cross-functional execution and understanding of customer strategy and departmental KPIs, including Net Revenue Retention, touchpoints, CSAT, churn score, SLAs, and quality assurance.
• Manage daily team operations by reviewing aging cases, training codes, follow-ups, and customer communications across email and messaging channels.
• Lead regular performance management for team members, including conducting one-on-ones, annual performance reviews, setting quarterly goals and OKRs, and managing progressive discipline when necessary.
• Host monthly team business reviews and serve as the escalation point to resolve complex customer issues.
• Oversee interviewing, hiring, and onboarding for departmental staff, and verify completion of all training requirements.
• Track project statuses and share updates with stakeholders using tracking boards.
• Keep the team updated weekly on products, procedures, customer needs, and organizational announcements.

Required Qualifications

• Bachelor’s degree in computer science, marketing, project management, business administration, or a related field.
• Over 5 years of managerial experience , demonstrating effective team leadership.
• Outstanding communication abilities, capable of clearly explaining technical matters to various audiences.
• Proven track record of achieving or surpassing metrics, upselling, quotas, and KPIs, with favorable customer feedback.
• Exceptional customer service skills, coupled with technical proficiency and the capacity to handle time-sensitive tasks in a fast-paced setting.
• Proficient in Microsoft Office and other essential business software applications.
• Familiarity with Salesforce, JIRA, or similar tracking systems is preferred.

Preferred Qualifications

• Previous management of Enterprise level accounts.
• Working knowledge of HTML, CSS, and Bootstrap.
• Expertise in the automotive digital marketing industry.

Eligibility and Conditions

• This position is open to US residents only.
• A successful candidate must pass a background check as a condition of joining the team.

Compensation and Benefits

• Targeted salary range: $62,800 - $91,550. The posted salary range may be adjusted based on job-related factors permitted by law, such as experience and training, internal pay equity, licensure and certifications, market factors, departmental budgets, and responsibility.
• Medical, dental, and vision insurance
• Retirement plan with organization match
• Flexible paid time off and sick leave
• Paid parental leave
• Paid holidays
• Basic life insurance and voluntary supplemental life insurance
• Voluntary short-term and long-term disability insurance
• Voluntary pet insurance
• Healthcare and dependent care flexible spending accounts (FSA)

Notices

The organization is an Equal Opportunity Employer, celebrates diversity, and is committed to creating an inclusive environment for all employees. The organization participates in E-Verify.