Full-Time Manager, Customer Success

The Manager of Customer Success oversees a multifaceted team of Customer Success Managers (CSMs), responsible for ensuring strong customer delivery outcomes. This role requires a strategic leader who can seamlessly merge the responsibilities of promoting an excellent customer engagement experience while managing day-to-day operations.

Responsibilities:

• Manage the day-to-day operations of the Customer Success team, including recruiting, coaching, and mentoring CSMs.
• Customer Risk and Escalation Management.
• Anticipate, plan, and manage the transition of customer accounts between CSMs.
• Review and develop CSMs through performance management and training initiatives.
• Promote and maintain a congenial, productive, collaborative, and service-oriented work culture.
• Guide the team to successfully collaborate with Assent’s remote international workforce.
• Partner with members of the assigned account team to support customer escalations and ensure timely resolution.
• Establish clear goals and targets for the Customer Success team aligned with the company's overall objectives.
• Provide timely and valuable feedback and recommendations to leadership on the requirements and needs of the function.
• Track and report on important business KPIs to monitor team performance and identify areas for improvement.
• Advocate and cooperate with all internal groups to ensure alignment on special projects and execution.
• Stay current with regulatory updates to best support the team and customers.
• Collaborate with Supplier Success, Sales, and Data management on process improvements.
• Ensure the team has security processes and procedures in place where applicable.

Qualifications:

• 5-8 years of experience in customer success management, consulting, or project management.
• A minimum of two years experience mentoring and/or leading teams.
• Strategic and business-minded.
• Strong team player.
• Excellent time management and organizational skills.

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