Senior Manager, CSM - SMB

The Role

Bitly is looking for a Senior Manager Customer Success Managers - SMB & Mid-Market to build maintain and grow strategic relationships with our top SMB and Mid-Market customers. You will be responsible for managing our SMB and Mid-Market Customer Success Team as well as leading strategic initiatives aimed at maximizing adoption retention and overall customer lifetime value at scale.

The ideal candidate is a strong leader with industry expertise who has a proven track record of success both in interacting with a high volume of clients as well as growing and leading a team. This role reports directly to the Senior Director of Customer Success.

The ideal candidate is a strong team player and collaborator with a passion for driving a top-notch customer experience and building exceptional and long-lasting customer relationships.

What You'll Do

• Exceptional relationships

  • Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy technical environment and measures for success

  • Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams such as product management sales marketing legal engineering and finance

• Customer delight

  • Set measure and achieve or exceed client retention and upsell/cross sell quotas

  • Accurately forecast renewal upsell and cross sell pipeline through effective proactive account management

  • Identify and pursue client upsell opportunities within and outside of their existing use case to grow your book of business. Where appropriate partner with sales on strategic deals

  • Anticipate at-risk accounts to mitigate retention risk through client action plans and training on a high volume of accounts

• Lead World-class Customer Success Teams

  • Lead a team of high potential CSM’s responsible for all stages of the customer success process: onboarding training customer success management renewals cross-sell / up-sell customer support and advocacy

  • Set clear objectives provide ongoing feedback and support career development for team members

  • Attract and recruit new team members

  • Foster strong collaboration within the team and with other company stakeholders

  • Encourage continuous learning and a culture of coaching within the team

  • Teach and learn from best practices in the customer success ecosystem

• Process

  • Make Bitly the best in the business by continuously improving processes in the Customer Success organization and when needed assisting to train new hires

  • Take the initiative to document best practices and sharing successes with the team

Who You Are

• Minimum of 4 years in a CSM or Sales Leadership role

• Have strong leadership skills with the ability to motivate and inspire a team to achieve results

• Customer-first mentality and talent for building strong relationships with clients and colleagues

• Experience working cross-departmentally (with sales front-line customer service product engineering) to serve the needs of customers

• Experience using Gainsight and Salesforce or similar CRM software

• Ability to prioritize and manage expectations within a fast-paced environment

• Excellent written and verbal communication and presentation skills

• Demonstrated experience and passion for social technologies and SaaS space

US Employee Benefits

• Competitive Salary + Stock Options

• Comprehensive and competitive medical dental and vision insurance (all LGBT friendly)

• 401k with up to 4% employer match

• One Medical membership: Doctors you can text call or email 24/7 and receive access to expert insurance guidance

• Meaningful opportunity for community building through our Employee Resource Groups

• Access to care for everything from mental health reproductive health family planning pediatrics with Maven.

• Access to mental health support and Employee Assistance Program (EAP) with confidential counseling services through Lyra.

• Unlimited PTO Policy including Mental Health days and 2 annual “Recharge” weeks

• Wellness reimbursement program

• Partial cell phone and WiFi service reimbursement

• Voluntary LegalShield for legal services and IDShield for identity theft protection

• Unlimited vacation personal time and flexible work from home policies

• Full support for remote work including a $500 home office stipend

• Generous parental leave policies; maternity and parental leave for growing families

• Budget for professional development opportunities including courses and conference attendance

• Company sponsored volunteering opportunities

Closing

US applicants must be currently authorized to work in the United States on a full-time basis.

*** Must live in or be willing to relocate to one of the following states to be eligible for hire: Arizona California Colorado Connecticut Florida Georgia Illinois Louisiana Massachusetts Michigan Minnesota New York New Jersey  North Carolina Pennsylvania Texas Vermont Virginia Washington ***

If you are based in California we encourage you to read this important information for California residents linked here. ( https://bitly.is/CPRACandidates )

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