Manager of Customer Success
Company: Promote Project
Location: Chicago
Posted on: April 24, 2025
Job Description:
We are seeking a dynamic and experienced Manager of Customer
Success Managers to lead our team of Customer Success Managers
(CSMs). This role is pivotal in ensuring our customers and our
customer success managers achieve their desired outcomes through
the effective use of our solutions. The ideal candidate will have a
strong background in customer success, excellent leadership skills,
strong interpersonal skills and a passion for driving customer
satisfaction and innovation. HOW WE'LL BE WINNING TOGETHER DAY TO
DAY Leadership & Team Management:
- Lead, mentor, and develop a team of Customer Success Managers,
fostering a culture of continuous improvement and professional
growth.
- Set performance objectives, conduct regular performance
reviews, and provide constructive feedback to ensure the team meets
and exceeds customer success goals.
- Create growth paths for high performers (mentoring, project
based) as well as performance plans for employees who aren't
consistently executing on team objectives.
- Develop and implement training programs to enhance the skills
and knowledge of the CSM team.
- Collaborate with peer managers on assigned projects and
objectives and create presentations for the Senior Director/Head of
Customer Care.
- Oversee the customer lifecycle to ensure successful onboarding,
adoption, and retention of customers.
- Act as an escalation point for customer issues, ensuring prompt
resolution and maintaining high levels of customer
satisfaction.
- Monitor customer health metrics and develop strategies to
address any potential risks. Strategy & Process Improvement:
- Collaborate with the Director of Customer Success to develop
and execute strategies that drive customer success and align with
business objectives.
- Analyze customer feedback and data to identify trends,
challenges, and opportunities for improvement.
- Implement and refine customer success processes, tools, and
best practices to enhance team efficiency and effectiveness.
Cross-functional Collaboration:
- Work closely with Sales, Product, Marketing, and Support teams
to ensure a cohesive approach to customer success.
- Provide insights and feedback to the Product team to influence
product development and enhancements based on customer needs.
- Collaborate with the Sales team to support upsell and
cross-sell opportunities as well as opportunities where risk may
present on customer renewals. WE SHOULD TALK IF THIS SOUNDS LIKE
YOU:
- 5+ years of experience in customer success or a related field,
with at least 3 years in a leadership role.
- Proven track record of managing and developing high-performing
teams.
- Excellent communication, interpersonal, and leadership
skills.
- Strong analytical and problem-solving abilities.
- Proficiency in ChurnZero and Salesforce is a benefit.
- Solid understanding of the Microsoft product suite.
- Ability to work in a fast-paced, dynamic environment and manage
multiple priorities. Manager of Customer Success LocationChicago,
Illinois, United StatesSalary62500 - 120000 a year (US
Dollars)Description We are seeking a dynamic and experienced
Manager of Customer Success Managers to lead our team of Customer
Success Managers (CSMs). This role is pivotal in ensuring our
customers and our customer success managers achieve their desired
outcomes through the effective use of our solutions. The ideal
candidate will have a strong background in customer success,
excellent leadership skills, strong interpersonal skills and a
passion for driving customer satisfaction and innovation. HOW WE'LL
BE WINNING TOGETHER DAY TO DAY Leadership & Team Management:
- Lead, mentor, and develop a team of Customer Success Managers,
fostering a culture of continuous improvement and professional
growth.
- Set performance objectives, conduct regular performance
reviews, and provide constructive feedback to ensure the team meets
and exceeds customer success goals.
- Create growth paths for high performers (mentoring, project
based) as well as performance plans for employees who aren't
consistently executing on team objectives.
- Develop and implement training programs to enhance the skills
and knowledge of the CSM team.
- Collaborate with peer managers on assigned projects and
objectives and create presentations for the Senior Director/Head of
Customer Care. Customer Engagement & Satisfaction:
- Oversee the customer lifecycle to ensure successful onboarding,
adoption, and retention of customers.
- Act as an escalation point for customer issues, ensuring prompt
resolution and maintaining high levels of customer satisfaction.
- Monitor customer health metrics and develop strategies to
address any potential risks. Strategy & Process Improvement:
- Collaborate with the Director of Customer Success to develop
and execute strategies that drive customer success and align with
business objectives.
- Analyze customer feedback and data to identify trends,
challenges, and opportunities for improvement.
- Implement and refine customer success processes, tools, and
best practices to enhance team efficiency and effectiveness.
Cross-functional Collaboration:
- Work closely with Sales, Product, Marketing, and Support teams
to ensure a cohesive approach to customer success.
- Provide insights and feedback to the Product team to influence
product development and enhancements based on customer needs.
- Collaborate with the Sales team to support upsell and
cross-sell opportunities as well as opportunities where risk may
present on customer renewals. WE SHOULD TALK IF THIS SOUNDS LIKE
YOU:
- 5+ years of experience in customer success or a related field,
with at least 3 years in a leadership role.
- Proven track record of managing and developing high-performing
teams.
- Excellent communication, interpersonal, and leadership skills.
- Strong analytical and problem-solving abilities.
- Proficiency in ChurnZero and Salesforce is a benefit.
- Solid understanding of the Microsoft product suite.
- Ability to work in a fast-paced, dynamic environment and manage
multiple priorities.
Please mention the word **BENEFICENT** and tag
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applicants that read this and see they're human.Job type: Remote
job Tags
Keywords: Promote Project, Mount Prospect , Manager of Customer Success, Executive , Chicago, Illinois
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