Senior Manager, Customer Success

About You:

The ideal candidate for this role possesses a deep understanding of various customer success management models.  They have a track record of building teams and executing CS playbooks in rapid growing environments.  They understand how to leverage data to make intelligent decisions that drive outcomes towards company goals and objectives.  They are a people leader.  They lead by example and communicate with clarity to continuously train and develop the team.  They are results oriented and take accountability for the successes and failures and their work.   

About The Role:

The Senior Manager of Customer Success will lead a team of CSM’s operating in a 1:1 and 1:many fashion.  This role will play a critical function in RepeatMD as the success of our customer is the #1 focus of our business.  

In this role, you will be an agent of change as we just migrated all customers from our V1 platform to our V2 platform, otherwise known as the Medcommerce engine.  With our new platform, we will also be delivering customer success in a new fashion.  Historically, we have operated in a traditional account management model with dedicated CSM portfolios.  In our new model we are building for scale with more impactful human touches augmented by digital strategy personalized to the customer’s performance.  The Senior Manager of Customer Success will be the front line manager to 10-12 CSMs.  You will also be managing processes in Gainsight to ensure the team is working with the right customer at the right time. 

You will report to the VP of Customer Success and work closely with other CX counterparts in Onboarding and Support.  

What you will own:

• Managing proactive outreach campaigns to customers to drive adoption of the RepeatMD product and improve customer outcomes. 
• Improve customer retention by focusing on customer outcomes and customer experience 
• Develop and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs.
• Lead a high-performing team of Customer Success Managers: hire, develop, inspire, motivate and empower the team to successfully achieve our client’s goals while also striving to reach our organization’s retention and revenue growth targets
• Ensure the highest level of productivity on the team through continuous coaching and training of all CSMs
• Front line people management including coaching, performance management, career development and skills development
• Real time Reporting of KPI’s of churn, renewal, adoption, CSM activities, and customer outcomes
• Understand market trends and keep up-to-date with the latest developments and discussions impacting the industry

Requirements:

• Proven experience in customer success, account management, or related roles within the SaaS industry
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team
• Strategic mindset and the ability to develop and execute customer success strategies
• Excellent communication and interpersonal skills
• Analytical mindset with the ability to use data to drive decision-making
• Customer-centric attitude and a passion for ensuring customer satisfaction
• Strong problem-solving skills and the ability to adapt to a fast-paced, dynamic environment

We offer competitive compensation, comprehensive benefits, and the opportunity to work with a talented and passionate team that is dedicated to transforming the medical aesthetics industry. If you are a self-starter with a passion for helping clients succeed, we encourage you to apply for this exciting opportunity. 

What we offer:

• Competitive salary
• Employee Bonus Plan
• Medical, Dental, Vision, and 401k through Justworks
• Stock options
• Unlimited PTO
• Parental leave; (12-weeks maternity and 4-weeks paternity leave) because we know that being a parent is the most important job you’ll ever have.
• Annual performance reviews
• Training and development programs 
• Pet friendly office filled with snacks
• Hybrid work model

The total compensation range for this position in the United States is $130,000 to $160,000. The total compensation package for this position includes benefits and/or other applicable incentive compensation plans. Compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.