Manager, Customer Success – Central Region

This is a fully remote position, open to applicants in Illinois, +9 more states.

📋 Description

• Implement the overall strategy for the company and Customer Success to ensure adoption, growth, and customer retention.

• Propel adoption and retention initiatives within your region, using data-driven insights to enhance customer outcomes.

• Guide and mentor a team of Customer Success professionals in reaching business objectives, including maintaining a high Gross Revenue Retention (GRR), increasing Net Revenue Retention (NRR), and achieving key performance indicators (KPIs).

• Act as a customer-facing leader, fostering strategic relationships at senior and executive levels across your portfolio.

• Assess and track the progress of your portfolio against key performance indicators, providing reports internally and to customer stakeholders.

• Develop and implement Customer Success Plans to set strategic objectives and assist customers in reaching their business goals.

• Work collaboratively with internal teams (Account Management, Professional Services, Education, Subject Matter Experts) to pinpoint opportunities for enhanced adoption of our solutions.

• Champion customer needs across various departments and manage the resolution of escalated issues.

• Exhibit a commercial mindset to facilitate strategic alignment and tactical execution.

⛳️ Requirements

• A minimum of a bachelor’s degree; an advanced degree may be accepted in place of professional experience.

• Over 8 years of experience in a related role with direct customer advocacy and engagement experience.

• At least 5 years of experience in Customer Success, Consulting, Account Management, or Sales/Pre-Sales.

• A minimum of 1 year of experience in a leadership or team lead role.

• Previous experience working with C-level executive stakeholders.

• Experience dealing with complex customer scenarios.

• Familiarity with SaaS applications.

• Experience with any Corporate Performance Management (CPM) solution (OneStream, Oracle, SAP, Anaplan, or others).

• A solid understanding of corporate finance functions, including financial closing, planning, budgeting, forecasting, and management reporting.

🏝️ Benefits

• Vision

• Medical

• Life

• Dental

• 401K