Manager, Customer Success

We're seeking a dynamic, self-driven Manager of Customer Success to join our team. In this pivotal role, you will be at the helm of a team of dedicated Customer Success Managers, guiding them to achieve our business objectives. Your leadership will be instrumental in shaping and executing strategies to attain our organizational goals, while fostering innovation and efficiency in areas such as renewal and expansion, onboarding, product adoption, and customer engagement. Additionally, you will play a crucial role in refining and elevating team processes and workflows to enhance overall performance.

• Serve as a coach and a leader, helping to develop the skills of your team as they grow in their career.
• Manage 5-7 Customer Success Managers.
• Contribute to goal setting for your team to align with organizational goals.
• Conduct one-on-ones and quarterly conversations with direct reports.
• Lead team meetings and attend manager training.
• Build effective strategies for the team, both internally and with our customers.
• Partner with other departments or teams that are directly involved with Customer Success.
• Interview and evaluate candidates for Customer Success positions.
• Train and onboard new hires on all aspects of their role.
• Plan and implement consistent motivation to improve team morale and achievements.
• Support and direct CSMs in strategies to retain and increase customer value.
• Continuously evolve the customer experience by proposing new thoughts and ideas.
• Manage day-to-day operations and success of your team to ensure the delivery of high quality engagements with customers.
• Handle escalated phone calls or situations when they arise.
• Ensure direct reports are held accountable for activity and performance.
• Promptly reply to team questions through various channels.
• Report to the Director of Customer Success. 

• Show up every day, taking the courage to do the difficult but necessary stuff.
• Grow up constantly: you're OK working in an environment full of change. You take responsibility, love ownership, learn continuously, and have a growth mindset.
• Do good by treating your co-workers and customers the way you would like to be treated.
• Be customer-focused, with a passion for providing an amazing customer experience and helping clients achieve great things.
• Have outstanding time management and organizational skills, with the ability to navigate and prioritize multiple tasks.
• Be a great communicator: you "work in the open", don't take critique personally, and can solicit, manage, and appropriately respond to feedback from stakeholders, users, and fellow team members.
• Be technically savvy and hungry to learn the ins and outs of our platform quickly.
• Reside permanently and currently in the United States. Sorry, we're not hiring outside the U.S. at this time even if you're willing to work during U.S. time zones.

• Have prior experience managing or supervising a team in a SaaS environment.
• Are familiar with softwares like Salesforce. Vitally and Intercom.
• Have relevant experience in customer facing roles.

CompanyCam is a fun, fast-paced team united by our core values of Show Up, Grow Up and Do Good. We trust you to do what’s best for our product, customers, and team members and empower you to make the right calls without heavy bureaucracy.

We pride ourselves on celebrating everyone — CompanyCam is an equal opportunity employer actively working on creating a diverse and inclusive work environment where underrepresented groups can thrive. Are you reading this and wondering if you meet every requirement? Studies show that workplace minorities, such as women and people of color, are less likely to apply for jobs unless they meet every single requirement. At CompanyCam, we pride ourselves on celebrating everyone. We are actively working on creating a diverse and inclusive work environment where everyone can thrive. If you’re interested in applying, do it! Even if your experiences don’t directly line up or you are ‘missing that one thing’. We are excited to read your application!

Together we’re building something great!

This is a salary + monthly bonus position at CompanyCam. Our base salary for this position starts at $55,000 - $65,000 and is based on experience, plus an average commission of $22,500 that is based on metrics and goals. On Target Earnings (OTE) for this position average $87,500. Success is driven by both experience and performance. We also offer meaningful equity and other benefits. 

If you share our passion for serving customers and building trust through truth and transparency - we’d love to consider you for this role. 

For any needed accommodations during the hiring process, please email [email protected].