Manager, Scaled Customer Success

The Role:

The Manager, Scaled Customer Success is a new role, reporting to the Chief Customer Officer. In this role, you will help to build and manage our digital and 1:Many Customer Success strategies.

The candidate we choose will have experience running a scaled Customer Success motion across 1000’s of customers. The ability to articulate how you’ve used automation, campaigns, programs, and community to drive growth and retention is critical.

Your efforts will help our customers to achieve their business goals and enhance our gross and net retention rates. You will help to ensure our customers are not just satisfied but thriving, renewing their partnerships with us, and continuously experiencing value with our products and services.

To excel in this role, you will need a high proficiency with process optimization. You will be at the forefront of designing innovative programs grounded in data insights, always ready to adapt and iterate for continuous improvement. You'll dive into A/B testing and analytics to drive evidence-based decisions and identify areas for growth.

This role provides the opportunity to create and lead a well-executed Scaled Customer Success initiative. 

Responsibilities:

• Develop and manage a comprehensive Scaled Customer Success program.
• Gain a deep understanding of our personas and customer segments, including their engagement across key metrics; shape a data-driven approach to construct and differentiate our communication.
• Show opportunities for digital interventions based on customer maturity and usage, aligning product features with customer goals.
• Drive automation and technology-centric processes, contributing to the existing customer health scoring system and associated strategies.
• Enhance our webinar series; work with CX leadership to find the highest-impact topics, and cadences. 
• Evaluate our self-serve experience and work to continually improve and evolve with our customers’ needs.
• Design business intelligence capabilities that empower us to understand the reach and impact of our programs.
• Build strong working relationships with our Marketing, Product, and Customer Enablement teams to design a cohesive customer communication experience; keep them in the loop with our Scaled CS plans and priorities.

Requirements:

• Experience (3-5+ years) executing customer success programs in B2B SaaS across a variety of mediums (human touch and digital touch.).
• Proven success (e.g. how to decide where to spend your time, serving up measurable outcomes, etc.) powered by analytical skills and data-driven decision-making.
• Strong problem-solving skills: you can learn about a problem, create a recommended data-first approach, and design a strategy based on what you learn.
• Proven ability to assess, select, and onboard new technologies to enhance business processes and user satisfaction.
• The ability to move from ideation to execution: you have a bias toward action, move to test approaches quickly, can synthesize what you learn, and iterate.
• Experience working cross-functionally: you build collaborative relationships with your cross-functional partners. You understand other teams’ priorities, how they overlap with ours, how to stay aligned, and how to keep projects moving.
• The ability to keep projects on track with and without hard deadlines.
• Ability to provide and receive feedback and deliver constructive feedback up, down, and laterally.
• Excellent written and verbal communication skills.

Preferred Skills

• Advanced working knowledge of Salesforce and Vitally
• Six Sigma certification
• Customer or Digital Marketing

Other Competencies:

• Strong Communication Skills: Communicate clearly and effectively through various channels, including webinars, email campaigns, and digital content. Your ability to convey information in an understandable and engaging manner is crucial for educating and empowering a broad audience.
• Analytical and Data-Driven Mindset: The ability to analyze customer data, identify trends, and use insights to drive decision-making is essential. Rely on data to customize and optimize your outreach strategies, ensuring that they are meeting the needs of your customer segments.
• Technological Proficiency: Proficiency with Customer Success Platforms (CSPs), CRM systems, Generative AI, and other digital. You use technology to automate processes, manage customer interactions, and deliver personalized experiences at scale.
• Empathy and Customer Centricity: Understand and empathize with customer needs and challenges. Ability to anticipate customer issues and proactively provide solutions that align with customer goals and expectations.
• Program Management, Time Management, and Organizational Skills: Excellent time management and the ability to prioritize tasks effectively. 
• Creativity and Problem-Solving: The ability to think creatively and solve problems is essential for developing and implementing effective strategies that cater to a diverse customer base. Devise innovative solutions to address common challenges faced by customers.
• Adaptability and Flexibility: The needs and behaviors of customers can change rapidly. Be adaptable and flexible, ready to adjust your strategies and approaches to meet evolving customer requirements.
• Collaboration and Teamwork: Ability to collaborate with other teams (such as product, marketing, and sales) to ensure a cohesive and integrated customer experience. Effective teamwork and collaboration skills are essential for aligning efforts across departments.
• Strategic Thinking: The ability to think strategically about Customer Success at scale, including how to segment customers, tailor communications, and measure impact, is crucial for long-term success and customer satisfaction.