Manager of Customer Success

POSITION OVERVIEW

Terryberry is looking for a dynamic and inspiring manager to to lead a global team of Customer Success Managers focused on driving product adoption to secure customer renewal and expansion. The Manager will be responsible for the implementation of the vision and strategy for the department. In this critical function, defining and optimizing the customer journey is key. The ideal candidate is a leader who is passionate about technology, has experience with cross-functional teams, and has a bias for action.

Responsibilities

• Design and execute best practices for overseeing the customer journey that results in customer satisfaction and retention
• Accountable to manage and lead the team toward the following metrics: time to value, product usage, gross revenue retention, and expansion
• Hire, train, motivate and coach team members, assessing team member performance and providing feedback and training opportunities
• Work with cross-functional teams around customer success initiatives
• Proactively monitor customer and end-user engagement to identify potential risks and prevent customer churn
• Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth
• Lead client escalations, ensuring required cross-organizational collaboration and communication cadence
• Continuously drive towards greater efficiency and quality, developing scalable solutions that set the team up for long-term success

Skills and Experience

• BA/BS degree and/or equivalent experience
• 2+ years of management in customer success
• Proven track record of achievement in retention, expansion, and advocacy
• Experience working with Salesforce, Planhat or similar tools
• Strong communication and interpersonal skills
• Driven, self-starting, and self-motivated