Senior Manager, Customer Success

The Senior Manager, Customer Success is responsible for the overall success of our Enterprise Customers, post implementation.  Responsibilities include overseeing and mentoring a team of Enterprise Customer Success Managers, who strive for retention, adoptions, and key metrics such as customer health and NPS.  The Senior Manager, Customer Success will work cross-functionally with key teams such as Sales, Customer Experience, CS Operations, Support, Product and Development as the voice of the end user to support success goals. 

Key Competencies

• Team Leadership: 

• Lead, mentor, and develop a team of customer success managers (CSMs).  

• Set team goals, track performance, and provide regular feedback.  

• Conduct performance reviews and career development planning.  

 

• Customer Relationship Management: 

• Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users.  

• Proactively identify and address customer needs and concerns.  

• Ensure customer satisfaction and drive customer loyalty.  

 

• Customer Success Strategy: 

• Develop and implement customer success strategies to drive adoption, retention, and growth.  

• Monitor key customer success metrics and identify areas for improvement.  

• Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions.  

 

• Operational Excellence: 

• Ensure timely and effective delivery of customer success programs and initiatives.  

• Manage customer success processes and tools.  

• Identify and implement process improvements to enhance customer experience.  

 

• Strategic Planning: 

• Contribute to the development of overall customer success strategy and roadmap.  

• Analyze customer data and insights to identify trends and opportunities.  

• Advocate for customer needs and feedback within the organization.   

How you'll add value:

• Hire, guide, and develop a team of Customer Success Managers as well as leaders/ managers  

• Motivate and lead team to achieve OKR's and deliver world class Gross & Net Retention result for Enterprise Customer Segment 

• Managing Customer Retention & Churn  

• Hold CSM’s accountable for team KPI’s and company OKRs. 

• Assist with User Groups, Webinars and User Forums. 

• Identify opportunities for Professional Services offered by R365, Advantage, and Radar 

• Managing credits requests and resolving escalated Issues. 

• Manage customer programs and outreach initiatives. 

• Manage team expense reports and time off requests. 

• Provide industry, accounting, and solution expertise to the entire organization. 

• Other duties as assigned. 

What you'll need to be successful in this role:

QUALIFICATIONS 

• Bachelor's degree or equivalent, Master’s degree or relevant certification a plus 

• 10+ years in a customer facing role in customer success, account management or related roles 

• A proven track record as a Senior Manager of Customer Success Managers 

• Experience supporting and maintaining Enterprise customers in a SAAS platform 

• Ability to travel 25% 

• Knowledgeable in all areas of a scalable, delightful customer Journey 

• Strong understanding of all platforms and tools used by the team and can explain them for best practice use.  

• Very organized, detail oriented, and analytical 

• Collaborative and flexible working style.   

• Ability to teach and coach effectively. 

• Efficient and timely with deadlines and deliverables.  

• Strong organization and time-management skills. The ability to work independently without supervision. 

• Salesforce experience. 

PREFERRED QUALIFICATIONS 

• Previous Gainsight experience or other customer success management platform 

• Previous Monday.com experience or other project management software 

R365 Team Member Benefits & Compensation

Additional