Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and provide support to a team of Partner Success Managers.

• Establish clear expectations, measurable objectives, and development strategies.

• Offer ongoing coaching and honest feedback.

• Assist the team in adapting to changes while sustaining focus, trust, and accountability.

• Steer the team towards delivering outstanding partner experiences.

• Recognize risks and opportunities by utilizing customer health insights and performance metrics.

• Manage complex partner situations and escalations.

• Advocate for proactive engagement strategies that enhance retention and portfolio health.

• Ensure the successful execution of customer success initiatives that boost adoption, engagement, and business value.

• Facilitate the recognition of growth prospects throughout the partner journey.

• Develop scalable and repeatable methodologies across a varied partner portfolio.

• Convert strategic objectives into actionable steps and measurable outcomes.

• Drive initiatives aimed at enhancing productivity, effectiveness, and partner experience.

• Assess processes and suggest cross-functional enhancements.

• Collaborate with Sales, Support, Product, and other key stakeholders.

• Leverage data, insights, and continuous improvement practices to elevate team performance.

• Impact partner retention, customer satisfaction, operational efficiency, and the future development of customer success talent.

⛳️ Requirements

• Extensive experience in Customer Success, Partner Success, post-sales relationship management, or similar environments.

• Proven track record of leading and developing high-performing professional teams.

• Demonstrated success in enhancing retention, engagement, adoption, and customer outcomes.

• Background in SaaS, cloud technology, channel, marketplace, or partner-oriented businesses.

• Thoughtful and analytical mindset for addressing complex business challenges.

• Capability to interpret customer health metrics, performance data, and operational insights.

• Ability to influence stakeholders across various functions and organizational levels.

• Experience in building processes, enhancing operations, and driving organizational change.

• Leadership style grounded in transparency, trust, accountability, and continuous learning.

• Familiarity with customer success platforms, CRM systems, reporting tools, and modern technologies.

• Valid authorization to work in the United States.

• Successful candidates must undergo pre-employment ID verification, reference checks, and qualification assessments.

🏝️ Benefits

• 401(k) with Company Match.

• Medical, Dental & Vision Coverage.

• Employee Assistance Program (EAP).

• Employer-Paid Life, AD&D, Short-Term Disability & Long-Term Disability Insurance.

• Flexible Open PTO.

• Paid Sick Leave.

• Paid Parental Leave.

• RTD EcoPass (available to eligible Colorado-based employees).

• Internal development hub.

• Access to Learning & Development trainers.

• AI-powered tools.

• Mentorship from "born in the cloud" mentors.

• Opportunities for cross-continental collaboration.

• Pre-employment checks including ID verification, reference requests, and qualification assessments.

• Records from third-party background check providers will be shared with candidates.

• AI-enabled tools may assist in the hiring process, with an option to opt out.