Manager, Customer Success - Goods & Services
About the position
As a Customer Success Leader of a team of Technical Success Managers you will combine a passion for developing and leading teams, solving complex business problems, leveraging our best-in-class experience management platform to drive business value and ensuring delivery of top-tier customer management. You will lead a team of individual contributors who service our Enterprise-tier customers. From the initial onboarding to ongoing platform maturity, your team will assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for All-In individuals to join our team and have a huge impact on customer adoption, maturity, and retention.
- Responsibilities
- Grow and lead a team of Technical Success Managers to deliver high-touch technical support and technology configuration services. ,
- Help to hire, onboard, train, and retain top talent. ,
- Provide coaching and mentorship to guide career development for Technical Success Managers. ,
- Manage team capacity, forecasting, financial performance, and resource allocation. ,
- Drive XM in the Enterprise business segment, focusing on renewing and growing our current customer base. ,
- Build and manage relationships with senior executives at our customer organizations. ,
- Travel as needed to be onsite with customers and your team. ,
- Work with cross-functional counterparts in Sales, Product Management, Engineering, and Professional Services. ,
- Communicate team impact and results to key partners.
- Requirements
- 8+ years of professional experience in a combination of strategy, consulting, operations, product management, or an equivalent field. ,
- 3-5 years of people leadership and direct client management experience. ,
- Proven track record of successfully building scalable business operations and delivering key business results. ,
- Prior leadership experience, including building and leading teams. ,
- Client relationship management experience, including direct interaction with C-level/Senior Director+ level stakeholders. ,
- Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end. ,
- Ability to utilize data and metrics to communicate strategy to internal stakeholders and external clients. ,
- Bachelor's or advanced degree with a concentration in science, technology, business, or a related field.
- Nice-to-haves
- Experience working with clients in the Goods & Services space. ,
- Passion for coaching and mentoring high-performing team members. ,
- Entrepreneurial spirit with a high tolerance for ambiguity and complexity.
- Benefits
- Work life integration with frequent office events, team outings, and happy hours. ,
- Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year). ,
- 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures. ,
- Standard benefits package (medical, dental, vision, life insurance, etc.) with snacks, drinks, and free lunches in offices.
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