Manager, Customer Success

People Leadership:

• Coach and drive performance of each person on the team and effective at removing roadblocks to improve team performance
• Develops others to meet their full potential through training, rewarding talent and sharing success
• Communicates effectively within your CSM team, so people are motivated and clear about expectations and holds everyone accountable
• Be the point person for raised customer issues and help guide your team through client relations and take a customer centric approach day to day problem solving
• In addition to team management you may potentially be a player coach, managing a small book of business at times

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Decision Making:

• Demonstrates clear, effective decision-making skills in solving difficult problems and exercises sound business judgment
• Assumes personal accountability for actions taken, or not taken, when problems arise
• Analytical; collects data and makes insightful decisions based on data
• Seek lessons in your success and failure (one of our core values at Bluecore!) and maintain a growth mindset 

Growth and Scaling:

• Supervise and report on the overall customer health of all customers for your segment. You own the client health for your segment.
• Improve and build processes and tools to scale the growing Customer Success organization.
• Help set and monitor objectives, goals, strategies, and measures for each CSM within your segment
• Continuous improvement on cross-functional collaboration with Sales, Marketing, Product & Engineering.

Qualifications

• BA/BS degree plus 5 plus years experience related to SaaS, digital marketing and/or e-commerce. Either team leadership or managerial experience required.
• Email Service Provider (ESP) experience is required as you will have to be able provide omnichannel strategic advice internally as well as externally
• Digital marketing and/or martech experience is a plus!
• Prior experience managing clients and the desire and ability to manage multiple relationships at a time
• Exceptional organizational and prioritization skills
• Strong technical skills or ability to quickly learn technical concepts
• Proactive with a desire to work in a results-oriented and fast paced environment
• Motivated, tenacious, and resourceful
• Excellent interpersonal and communication skills
• Understand the value and challenges of working in a fast-paced environment