Sr. Manager, Customer Success Account Management

Role Overview

The Sr. Manager, Customer Success Account Management is a role responsible for managing key aspects of the post-sale customer lifecycle, focused on adoption, retention, and growth. This leader will lead a team of individual Customer Success Account Managers, and be responsible for growth, development, and enablement.

What You Will Do

The Sr. Manager will lead a team of individual Customer Success Account Managers, and be responsible for their professional growth and development. They will achieve financial and strategic revenue bookings and billings objectives for their assigned quotas and targets.

Why It Might Be a Fit

This individual will excel and champion cross-functional initiatives to improve retention, building strong alignment with key business partners. They will build, develop, and support a collaborative and results-driven team culture and environment allowing their team members to thrive.

Requirements

• 8+ years of experience in Renewal Management and/or Customer Success, consultative sales or business consulting, preferably within a SaaS model
• 8+ years of experience in sales methodologies used to prospect within the account, consult with the client on business issues, create and present proposals, negotiate terms, and close sales
• Experience leading big teams
• Proven record of meeting performance goals
• Experience in a field organization with targets and financial goals
• Able to attract, coach, and retain talent
• Experience creating a professional culture that encourages innovation, motivates employees, and delivers outcomes
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented
• Manage and coach the team to drive the customer journey process inclusive of all stages, including implementation through renewal
• Coach, develop, and manage elements from customer communications, presentations, RFP submissions, client negotiations, and change management and signing the deal
• Experience with enterprise content and/or contract platforms such as ECM, Document Management, Contract Management, eDiscovery or BPM systems and related implementations
• Background using data and analytics in decision making
• Ability to interact and influence all levels and divisions within an organization
• Change management and Leading Change methodology and/or first-hand experience
• Excellent communication and presentation skills, both written and verbal
• Fluency with AI and machine learning technologies and implementations. Comfortable using AI-assisted workflows
• Project management, business process reengineering knowledge and/or first-hand experience
• Salesforce and Gainsight experience
• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric
• Strong experience in forecast and result management (churn)
• Strong experience in people management and leadership skills

Benefits

• Paid Time Off
• Paid Parental Leave
• Full Health Benefits Plans
• Retirement Plans
• Learning and Development
• Compassionate Care Leave

Tagged as: Change Management, Contract Management, Excel, Gainsight, Project Management, Salesforce