Customer Success Team Manager Lead
hace 5 días
**Unlock Your Potential as a Customer Success Team Manager at ServiceNow**
We are seeking an experienced leader to join our team as a Customer Success Team Manager. In this role, you will have the opportunity to lead a high-performing team of Customer Success Managers (CSMs) and drive exceptional value for our clients.
As a Customer Success Team Manager, you will be responsible for guiding and empowering your team to deliver outstanding customer experiences, ensuring product adoption, customer satisfaction, retention, and growth. You will oversee the day-to-day operations of the CSM team, set strategic goals, and implement best practices to optimize customer engagement.
The ideal candidate will have 5+ years of leadership experience in the Customer Success field, with a proven track record of driving results in a fast-paced, dynamic environment. They will possess strong communication, interpersonal, and relationship-building skills, as well as an analytical mindset with the ability to leverage data to drive decisions and strategies.
**Key Responsibilities:**
- Lead, inspire, and develop a high-performing team of CSMs, fostering a culture of excellence, collaboration, and continuous improvement.
- Oversee the CSMs as they build and maintain strong relationships with customers, ensuring customer needs are met and expectations are exceeded.
- Serve as an escalation point of contact for complex customer-related matters.
- Track and analyze key performance indicators (KPIs) related to adoption, customer satisfaction, retention rates, and overall team productivity.
- Continuously evaluate and refine customer success processes to improve efficiency, scalability, and effectiveness.
**Requirements:**
- 5+ years of leadership experience in the Customer Success field.
- Proven experience in a leadership role within a Customer Success or related function.
- Strong understanding of customer success metrics, strategies, and best practices.
- Exceptional communication, interpersonal, and relationship-building skills.
- Analytical mindset with the ability to leverage data to drive decisions and strategies.
**What We Offer:**
- A competitive salary: $140,000 - $160,000 per year, depending on experience.
- A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
- Ongoing training and development opportunities to help you grow in your career.
We strive to create an inclusive and accessible workplace, where everyone feels valued and supported. If you require a reasonable accommodation during the application process, please let us know.
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