Customer Success Manager

hace 2 semanas


San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo

Job Title: Customer Success Manager

Job Summary:

We are seeking a Customer Success Manager to lead our team of Customer Success Managers (CSMs) in delivering exceptional value to our clients. The successful candidate will have a proven track record of leadership experience in the Customer Success field and a strong understanding of customer success metrics, strategies, and best practices.

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.
  • Track and analyze key performance indicators (KPIs) related to adoption, customer satisfaction, retention rates, and overall team productivity, providing regular feedback and coaching to team members to drive improvement.
  • Continuously evaluate and refine customer success processes to improve efficiency, scalability, and effectiveness, ensuring the team meets the evolving needs of our customers.

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.

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