Customer Success Team Leader

hace 6 días


San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo
Position Overview:

This managerial position reports to the Senior Director of Customer Success within the Impact Guided division. The Impact Guided initiative is designed to accelerate value by integrating predictive technology with human expertise, facilitating swift adoption of ServiceNow solutions, enhancing platform health, and enabling customers to achieve value more rapidly.

The Customer Success Team Manager plays a crucial role in mentoring and empowering a team of Customer Success Managers (CSMs) to provide outstanding value to clients, ensuring product utilization, customer satisfaction, retention, and growth. This role encompasses overseeing daily operations of the CSM team, establishing strategic objectives, and applying best practices to enhance customer engagement.

Key Responsibilities:

  • Lead, motivate, and cultivate a high-performing team of CSMs, promoting a culture of excellence, teamwork, and ongoing development.
  • Supervise CSMs in building and nurturing robust relationships with clients, ensuring their needs are addressed and expectations surpassed.
  • Act as a point of escalation for intricate customer-related issues.
  • Monitor and assess key performance indicators (KPIs) associated with product adoption, customer satisfaction, retention rates, and overall team effectiveness. Provide ongoing feedback and coaching to team members to foster improvement.
  • Continuously review and enhance customer success methodologies to boost efficiency, scalability, and effectiveness, ensuring the team adapts to the changing needs of our clients.
  • Serve as a customer advocate within the organization, ensuring that client feedback is communicated to relevant stakeholders.
  • Collaborate closely with Sales, Product teams, Marketing, and other departments to ensure alignment and cooperation on customer success initiatives, contributing to the overall growth and success of the organization.
  • Leverage data and analytics to identify trends, opportunities, and areas for enhancement, driving decisions that improve customer outcomes and team performance.

Qualifications:

  • 5+ years of leadership experience in the Customer Success domain.
  • Demonstrated experience in a leadership capacity within a Customer Success or related area.
  • Strong comprehension of customer success metrics, strategies, and best practices.
  • Outstanding communication, interpersonal, and relationship-building abilities.
  • Analytical mindset with the capability to utilize data for decision-making and strategy formulation.
  • Proactive problem-solver with a customer-focused approach.
  • Experience in a fast-paced, dynamic environment, with an emphasis on achieving results.
  • Familiarity with ServiceNow and/or relevant certifications is advantageous.

Note: This role offers flexibility in work arrangements, with an expectation of in-office presence two days a week.

We encourage candidates from diverse backgrounds to apply, as unique experiences enrich our team and contribute to our success.



  • San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    About the RoleThis is a senior leadership position within the Customer Success organization at ServiceNow. The Customer Success Team Manager will be responsible for guiding and empowering a team of Customer Success Managers (CSMs) to deliver exceptional value to clients, ensuring product adoption, customer satisfaction, retention, and growth.Key...


  • San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

    Position OverviewThis managerial position is integral to the AMS, reporting directly to the Senior Director of Customer Success within the Impact Guided division. The Impact Guided initiative is designed to accelerate value by merging predictive technology with human expertise, enabling clients to swiftly adopt ServiceNow solutions, enhance platform...


  • San Francisco, Heredia, Costa Rica ServiceNow, Inc. A tiempo completo

    It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly...


  • San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

    Position Overview:This managerial position is under the guidance of the AMS, Sr. Director of Customer Success and is integral to the Impact Guided division. Impact Guided is a value-enhancing initiative that merges predictive technology with human insight to assist clients in swiftly adopting ServiceNow solutions, optimizing platform performance, and...


  • San Francisco, Heredia, Costa Rica Cognizant A tiempo completo

    Team Manager - L&PQualification:Graduate /Post Graduate – preferably MBA graduates-as may be applicable in some GeosResponsibility:Business / Customer:-• Certify controls laid down by the business to ensure successful audit by client and external party.• Interact with customers (internal / external) and keep stakeholders appraised of the process...


  • San Francisco, Heredia, Costa Rica ServiceNow, Inc. A tiempo completo

    At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that...


  • San Francisco, Heredia, Costa Rica Tebra A tiempo completo

    About the RoleWe are seeking a highly skilled Customer Experience Manager to join our Loyalty Team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer support and ensuring a positive experience for our clients.Your Key ResponsibilitiesCustomer Support: Provide timely and effective support to customers,...


  • San Francisco, Heredia, Costa Rica Databricks A tiempo completo

    About the RoleWe are seeking an experienced Designated Support Engineer to join our team at Databricks. As a key member of our support organization, you will be responsible for providing high-touch support to our largest strategic accounts.Key ResponsibilitiesDevelop and maintain close relationships with a strategic group of customers, working closely with...


  • San Francisco, Heredia, Costa Rica ServiceNow, Inc. A tiempo completo

    At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that...


  • San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

    Role Overview:The Customer Success Manager is dedicated to championing our clients' interests. You will manage a diverse portfolio of clients, guiding them to achieve their business objectives while enhancing their utilization of ServiceNow products through strategic advice.Key Responsibilities:Manage customer engagement to ensure desired outcomes are met,...


  • San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

    Role Overview:The Customer Success Manager serves as a vital advocate for our clients, managing a designated portfolio to ensure they achieve their desired business outcomes. This position focuses on enhancing the adoption and utilization of ServiceNow products through strategic guidance and support.Key Responsibilities:Manage customer engagement and...


  • San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

    Role Overview:The Customer Success Manager is responsible for championing our clients' needs. You will manage a portfolio of clients, guiding them to achieve their desired business results while enhancing their utilization of ServiceNow products through tailored advice and support.Key Responsibilities:Manage customer engagement initiatives for your assigned...


  • San Francisco, Heredia, Costa Rica Boston Scientific A tiempo completo

    About the RoleThis is a leadership position responsible for developing and implementing demand generation strategies for Boston Scientific's divisions in Central America. The successful candidate will design and execute a demand generation plan that aligns with the company's strategic priorities and leads the sales teams in the region to meet or exceed sales...


  • San Francisco, Heredia, Costa Rica Tebra A tiempo completo

    About the RoleThe Customer Support Representative is responsible for providing high-quality and accurate resolutions to customers under stipulated policies and procedures, by answering general inquiries and offering solutions, to make sure that objectives set by the client are met successfully.Your Area of FocusMaintain a positive, empathetic, and...

  • Clinical Value Leader

    hace 6 días


    San Francisco, Heredia, Costa Rica Roche A tiempo completo

    Position Overview As a Healthcare Value Strategist, you will be an integral member of the team, responsible for spearheading the formulation and execution of the medical strategy. This role is essential in ensuring optimal patient outcomes through timely diagnosis and treatment, while also establishing strong relationships with our stakeholders and enhancing...


  • San Francisco, Heredia, Costa Rica TIBCO A tiempo completo

    Position Overview:Are you passionate about providing exceptional support in a dynamic and innovative environment? If so, we invite you to explore this opportunity. As we pivot back to our core strengths, we are focusing on our SaaS offerings, an area ripe for expansion. This unique business unit is committed to standing out and competing effectively in the...


  • San Francisco, Heredia, Costa Rica Qualfon A tiempo completo

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our clients, resolving issues, and ensuring customer satisfaction.Key ResponsibilitiesRespond to customer inquiries and...


  • San Francisco, Heredia, Costa Rica Qualfon A tiempo completo

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative. As a key member of our customer support team, you will be responsible for providing exceptional service to our clients, resolving their inquiries and issues in a timely and professional manner.Key ResponsibilitiesRespond to...


  • San Francisco, Heredia, Costa Rica Amazon A tiempo completo

    Amazon is a US-based multinational electronic commerce company headquartered in Seattle, Washington. started as an online bookstore, but soon diversified into many other categories, with a vision to be earth's most customer-centric company & to build a place where people can come to find and discover anything they might want to buy online.Amazon's Finance...


  • San Francisco, Heredia, Costa Rica Kuehne+Nagel A tiempo completo

    You build and promote great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference.Your RoleSea Logistics Customer Care Specialist supports customers by providing helpful information, answering questions, and responding to complaints. To provide front line...