Manager, Customer Success

Summary:

Are you ready to take the next step in your career? Come join us here at Conductor! Conductor is a technology company with a passion for helping you help your customers. Marketers use our software and services to create and optimize valuable content so that it gets found, answers questions, and solves problems for real people.

It’s an exciting time to join Conductor as we recently raised $150 million at a $525 million valuation to build out our technology and acquired ContentKing - the world’s first real-time website auditing and monitoring platform.

As a Manager of Customer Success, you’ll be a part of the fastest growing organization within Conductor, assisting our customers with leveraging our technology to help improve their organic visibility and strategic initiatives. In this role, you will be a trusted advisor, managing a team of Customer Success Managers, supporting them in driving customer strategy to ensure measurable customer adoption and retention.  

Duties/Responsibilities: 

• Manage and coach a team of Customer Success Managers supporting them in reaching health, renewal and growth targets with assigned customers.  
• Focus on continuous improvement and Identify opportunities & make recommendations to improve efficiency and performance across your team and the CS department as a whole.  
• Hold weekly 1:1s with direct reports to support career growth, skill development and necessary escalations.  
• Monitor and drive targeted team metrics such as health scores, attainment, net retention and capacity. 
• Identify and support at-risk customers through CSM support, direct customer interaction and pulling cross team support when necessary.  
• In addition to manager responsibilities the Manager of Customer Success will hold a limited book of business and directly support those customers.  
• Support efforts to identify team education gaps and partner with Talent Development team to build training curriculum or learning aids. 
• Act as a point of escalation for team members with customer challenges. 
• Provide on-going input to improve our Customer Success teams' processes and operations. 
• Maintain up to date Conductor platform expertise and ensure team’s expertise in Platform knowledge 
• Conduct business with integrity consistent with Conductor’s values, policies, and procedures. 

 Required Skills/Abilities:  

• Minimum of 3 years of experience in a SaaS customer success or account management role with a strong track record of high performance. 
• Prior experience mentoring, on-boarding others and/or with leading projects preferable 
• Proven to be a product knowledge expert 
• Demonstrated ability to coach team to drive performance and development 
• Strong knowledge of organic search and how SEO activities influence search engine ranking algorithms 
• Demonstrated ability to gather information, prioritize initiatives, and achieve results on time 
• Strong project management skills and the ability to assess urgency and set priorities is essential. 
• Passionate about problem solving, relationship building and creating customer loyalty. 
• Exceptional written and verbal communication and interpersonal skills.  
• Prior experience managing a book of business and driving Enterprise customer outcomes. 
• Ability to effectively overcome customer concerns and create a win-win outcome. 
• Experience working with digital or organic marketing teams including SEO, content, web/IT, etc. highly preferred 
• Strong customer service skills with proven ability to build and maintain relationships via zoom, telephone and email 
• Have an ear for discovery and a deep desire to understand the customer’s needs and business. 
• Have the proven ability to manage projects to successful completion, multi-task, and work within tight deadlines. 
• Possesses the ability to manage tough conversations in a professional and solution-oriented manner. 
• Ability to build trust and rapport with customer success managers 
• Ability to challenge team members and be challenged to achieve team goals 
• Proactive interest to increase customer satisfaction and deepen customer relationships 

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Compensation: Conductor maintains competitive, performance-based compensation programs. 

The base salary range for this role is currently $76,000 - $126,700.  

Actual base salary offered may vary within this range based on  education, knowledge, skills, abilities, relevant experience, internal equity, and geographic location, among other factors. The actual compensation, if offered a position, will be based on these factors.

Variable compensation: In addition to the base salary, this role is also eligible for a variable bonus based on attainment of quota and performance targets.  The target mix is 80/20

Benefits: Conductor offers the following attractive benefits and perks including: 100% covered employee medical plan, a dental & vision plans, 401(k) with employer contribution, an unlimited vacation policy, 10 sick days,  short-term disability, long-term disability, generous paid parental leave, Employee assistance program, flexible savings accounts, paid holidays, life and accidental death insurance, and a host of perks (YOLO Months, internet/cell phone allowance, fully stacked kitchens. 

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Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs. 

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.  In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.

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