Manager of Customer Success

Manager Of Customer Success

We are looking for a Manager of Customer Success to join our growing Customer Success Team. As Manager of Customer Success, you will report to the Director of Customer Success and will be focused on leading our mid-level Customer Success Managers who are responsible for revenue retention, expansion, customer product adoption, and overall satisfaction.

In this role, you will be responsible for the success of your Customer Success Manager team, which includes meeting or exceeding gross and net revenue retention goals, as well as achieving expansion targets. You will coach your team on how to successfully manage a book of business proactively, how to implement B2B SaaS CS best practices and guiding principles, and how to develop CS professional skills. You will work closely with cross functional leaders from teams such as Technical Support, Onboarding, Sales, Marketing and Product for the betterment of the customer experience and ability for your team to serve their customers as effectively as possible.

Responsibilities

Team Development : Provide ongoing mentorship and support to Customer Success team members, fostering professional growth, resolving challenges, and ensuring adherence to best practices and company standards. Drive the professional development of Customer Success team members through targeted training, mentorship, and performance feedback, while fostering a supportive environment that encourages continuous learning and growth. Use data and reporting to measure CSM success and areas for improvement.

Team Performance and OKR Management : Oversee team performance of company objectives and departmental goals, ensuring parallel progress and providing prescriptive feedback for each Customer Success Manager in necessary areas of growth. Own and manage quarterly OKRs, providing regular updates to Virtuous leadership.

Segmenting and Forecasting : Conduct regular assessments of Customer Success Managers' books of business to ensure optimal balance of recurring revenue, customer journey stages, and more. Develop and update retention and expansion forecasts for each CSM and collectively as a team.

Software Management : Maintain and optimize software tools for the team, including ChurnZero reportings, Sendoso, Notion, and Lattice, ensuring effective utilization and data accuracy.

You Must Have

At least 3 years of experience managing a team is required

Management experience in B2B SaaS

Experience managing a quota carrying team

Experience in a professional customer facing role required

Strong Leadership : Proven experience in a customer success or related leadership role.

Customer-Centric Focus : Deep understanding of customer needs and a passion for ensuring their success.

Relationship Building : Strong propensity for relationship building, enjoying forming and maintaining meaningful relationships not only with your team members but also with customers.

Proactive Problem-Solving : Proven ability to identify and address gaps or risks in CSM books of business with the appropriate coaching

Collaborative Mindset : Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach.

Technical Proficiency : Strong technical acumen to provide product support and guidance to your team through the use of tools, reporting, and data driven customer insights.

Sales Acumen : Ability to coach CSMs on sales tactics and strategies for optimal retention and expansion

Project Management : Organizational skills, with the ability to prioritize effectively along with critical thinking abilities to balance customer needs with Virtuous' objectives.

Proficiency in working with CRMs, email marketing, and other technology.

Thrive in a fast-paced and ever-changing environment where you equally work independently and collaboratively- the ability to juggle multiple processes and prioritize daily is a must.

What We Offer :

Market competitive pay leveraging Carta data

Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)

401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days

We value our employee's work-life balance and encourage taking advantage of Unlimited PTO

Supportive time off including paid volunteer days and company holidays

Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)

We pride ourselves on Community and host exciting company outings and events.

We've recently noticed an increase in recruitment scams where individuals are impersonating recruiters to obtain personal or financial information through fraudulent interviews and job offers. Please note that all legitimate communication from Virtuous will only come from the @ virtuous.org domain. If you receive a message from other domains, even if they look similar (e.g., virtuouscareers.org or virtuousjobs.com), they are not legitimate and we recommend disregarding it immediately.