Full-Time Senior Manager, Customer Success

Senior Manager of Customer Success oversees a team of Managers, Customer Success, and Customer Success Managers (CSMs).

Ensuring strong customer delivery outcomes from managed projects and initiatives within Assent's Customer Experience department.

Requires a strategic leader to merge customer engagement experience and daily operations.

Foster a culture of excellence, collaboration, and service orientation.

1. Manage day-to-day operations: Recruiting, coaching, mentoring, and engaging a Customer Success Management team to elevate customer success and satisfaction.
2. Anticipate, plan, and manage resourcing requirements to optimize satisfaction and workloads for Customer Success teams.
3. Review and develop management team through performance management and training initiatives.
4. Promote a congenial, productive, collaborative, and service-oriented work culture within the Customer Success team.
5. Support cross-functional Management teams for escalations.
6. Engage in skip-level meetings for alignment, open communication, and team cohesion.
7. Establish and refine consistent management standards in partnership with leadership.
8. Establish, track, and report on KPIs; analyze data, identify trends, provide actionable insights for process and workflow improvements.
9. Provide timely feedback to leadership on function requirements to meet objectives.
10. Advocate and cooperate with internal groups for project alignment and execution.
11. Stay current with regulatory updates to support the team and customers.
12. Collaborate with Supplier Success, Sales, and Data management on process improvements and shared goals.
13. Ensure security processes and procedures are in place and infractions are managed per policy.

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