Manager, Scale Customer Success

Overview

Job Description

Responsibilities

• - Coaches and mentors a team of Scale Customer Success Managers to achieve defined performance metrics (measured weekly, monthly, quarterly)
• - Oversees and is responsible for the onboarding process and training of new Scale Customer Success Managers, including the appointment of a mentor/buddy
• - Ensures the team is following Remote established guidelines, and lead the innovation of new processes
• - Ensures that the timely quarterly review of team is met, as well as conducting individual touch points each month, at a minimum
• - Ensures team members are providing the best value assessments for customers through review of metrics for completed casework
• - Develops reports for an effective team dashboard and works to refine & improve processes
• - Plans and leads weekly team meetings
• - Daily monitoring and distribution of tasks, projects, and cases amongst the team to ensure department case queues and SLAs are met
• - Collaborate with all internal departments for process development, implementation and innovation
• - Oversee the ongoing customer relationship process to ensure each customer is fully invested in Remote services and expertise, as well as additional services as applicable with the goal of retention and client loyalty
• - Develop an in-depth understanding of each CSMs client base and coach the team to clearly define and achieve their purpose, needs, goals, and objectives
• - Identify client business needs and goals to develop a targeted path of savings and efficiencies using value adding best practices, data application, and reporting and benchmarking
• - Practice continuous learning and improvement for self and team to remain current and become SME on existing and new Remote products, accessories, integrated products and services
• - Properly utilize and document all interactions in Notion, Zendesk, Salesforce, including problem resolution, and relevant customer information

Required Skills

• - Proven experience in managing a customer success or sales team, ideally in a product and tech-focused environment
• - Exceptional ability to communicate and foster positive business relationships
• - Technical skills required, as they relate to the use and troubleshooting of the product and company tools
• - Experience in managing a diverse group and training each according to company standards and business needs
• - Ability to establish milestones and keep all team members on task
• - Experience analyzing and optimizing the existing processes in the Customer Success department
• - Deep understanding of customers concerns and thought process regarding the use of products, and the ability to troubleshoot as needed
• - Passion for problem solving and coordinating the execution of strategies or escalations across a wide variety of technical and customer verticals
• - Experience in sales expansion and retention, with notable outcomes of success with the targets/quotas
• - Writes and speaks fluent English, well structured communication skills
• - It's not required to have experience working remotely, but considered a plus

Benefits

• - Work from anywhere
• - Flexible paid time off
• - Flexible working hours (we are async)
• - 16 weeks paid parental leave
• - Mental health support services
• - Stock options
• - Learning budget
• - Home office budget & IT equipment
• - Budget for local in-person social events or co-working spaces