Full-Time Senior Manager, Customer Success

Iterable is the top-rated AI-powered customer engagement platform. It helps organizations activate customers with joyful interactions at scale.

Key Responsibilities:

• Manage a team of Customer Success Managers, ensuring customer happiness and ROI maximization.
• Build strong relationships with internal stakeholders and customer executives.
• Understand customer product usage and identify ways to enhance effectiveness and increase ROI.
• Conduct regular check-ins, QBRs, and monitor client satisfaction.
• Identify new business opportunities and strategic initiatives for retention and expansion.
• Maintain trusted advisor relationships with clients.
• Resolve customer issues on the front lines.
• Build, manage, and motivate a high-performing Customer Success team.
• Track and report team effectiveness metrics.
• Proactively identify application improvements to ease customer experience.
• Collaborate with Engineering, Product, Marketing, and Sales teams for effective communication to customers and prospects.
• Develop a scalable Customer Success strategy.
• Manage department operations, including staffing, training, performance management, and associate career development.
• Create training materials and workshops for knowledge sharing and best practices.
• Collaborate with the Support team to resolve customer tickets and issues.

Qualifications:

• Bachelor's degree or equivalent experience
• 5+ years B2B Customer Success experience in a fast-paced SaaS startup
• 3+ years team building and management experience
• Proven ability to hire and manage high-performing talent
• Experience delivering complex solutions at the enterprise level
• Strong problem-solving skills and ability to manage ambiguity
• Excellent communication and interpersonal skills
• Strong empathy for customers and drive to solve their problems
• Willingness to travel up to 25%

Bonus Points: Experience with email marketing, push or SMS software, and technologies like APIs, HTML, CSS, and JavaScript

Compensation: $116,000 - $175,000 (US base salary)

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