Manager, Customer Success (Enterprise)

Responsibilities

• Recruit and lead an Americas Customer Success team, targeted at improving our customer experience and growing customer value.
• Create value-based plans and set the stage for meeting KPIs and objectives for the customer success team.
• Help to create a scalable model to support the high volume of customers and still deliver the necessary customer touchpoints.
• Develop the CSM playbook, mapping the customer journey and identifying peak points of satisfaction as well as critical points across the solution set.
• Help optimize the Customer Success operational platform to improve processes and effectiveness of the team.
• Work closely with associated roles across onboarding, sales, support, product operations, and renewals to ensure smooth handoffs and optimal customer experience.
• Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
• Analyse customer data to improve the experience and articulate value.

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