Manager, Customer Success
Description
Who are you?
Reporting to the Director of Customer Success, as the Manager, Customer Success at Absolute, you are highly organized with excellent interpersonal skills and a passion for technology. You will provide leadership, mentorship and assistance to day-to-day operations. You will be responsible for leading a team of CSMs to drive customer loyalty and business value to customers. You leverage customer health monitoring tools to proactively identify issues, and work with your team to implement strategies for product success. Your affinity for customer excellence guides your team to transform customer stakeholders into Absolute heroes within their own organization. You will also be responsible for leading the customer success team (Mid-Market, Education and State/Local Government), conducting regular 1:1s with team members, analyzing churn and usage data and building best practices for the customer success team.
What You’ll Do:
- Customer Advocacy:
- Represent the voice of the customer across the organization, advocating for their needs and expectations during strategic decision-making
- Customer Experience Design:
- Proactively look for areas of opportunity to innovate and optimize your team and your team’s programming to drive continuous improvement in performance and the customer experience
- Design and refine Customer Success workflow and processes to maintain service excellence
- Analyze customer feedback and data to identify trends, pain points, and opportunities to make informed improvements to Customer Success activities and overall programming.
- Work as part of the CS Leadership team to evaluate and execute on tactics supporting CX and company initiatives, goals and targets
- Team Leadership:
- Coach, manage, mentor and lead a team of Customer Success Managers (CSMs) to achieve defined key performance metrics (measured weekly, monthly, quarterly) including Net Dollar Retention.
- Work hand-in-hand with your team to develop account strategies, growth and/or risk mitigation plans
- Provide guidance and management over customer escalation decisions and protocols
- Coach your team through quality evaluations and performance reviews to help them develop skills and grow in their career as a CSM
- Lead and encourage your team to focus on skills and attributes that lead to long-lasting relationships with their customers
- Make recommendations as to the employment stages of new and existing CSM team members
- Manage time off requests for team
- Cross-Functional Collaboration:
- Collaborate with internal Sales and Customer Success key stakeholders to strategically prioritize customer retention and mitigate attrition
- Coordinate internal teams including Sales, Account Management, Support, Product and Engineering to resolve complex customer issues and ensure a seamless customer experience
- Focus and Accountability:
- Drive a focus on net dollar retention and creating value for our customers, ensuring that our services not only meet but exceed customer expectations
- Protect the security and privacy of Absolute and its customers
How You’ll Work:
- Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems
- Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
- Expecting the best: You hold yourself and others accountable to meet commitments
- Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
- Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
- Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
- Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
- Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service
What You Will Bring:
- Maniacal focus on customer success, you’ve been around the block and built customer success in the past and are ready to continue to evolve and innovate at Absolute
- Proven (3+ years) experience leading, mentoring, and motivating high-performance teams. Experience building a Customer Success (or equivalent) organization, processes, and/or tools is a required asset
- Experience building out scaled Customer Success programs that work using a data-driven scalable approach
- Strong aptitude for technology with the ability to explain technical concepts and theories to both technical and non-technical users
- Previous Cybersecurity experience a plus
- Strong knowledge of software platforms and systems used for managing customer relationships and internal data sources
- Highly organized, able to manage many activities concurrently
- Change maker and instigator with an ability to take initiative, and drive projects to completion
- Experience with Salesforce and Gainsight
- Confident dealing with difficult conversations and experience of performance management
- You’re a natural champion builder and go the extra mile to add real value.
- Ability to motivate team to meet goals and can manage change in a positive manner
- An effective communicator who builds successful relationships internally and externally; you can communicate ideas and break down complex subjects to your stakeholders
- A champion of Absolute customers, leading your team with clients’ best interests in mind
- Driven to solutions: for your team, for your customers, and for the company overall
The OTE pay range for this position is from $120,000 - $135,000 annually; the base pay offered is determined by the market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our annual bonus program.
Why Work For Us:
You’re resilient and passionate about securing the Work from Anywhere era.
So are we.
You’re resilient and passionate about securing the Work from Anywhere era.
So are we.
We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.
Headquartered in Seattle, Washington with international offices in Vancouver - BC, Austin - TX, Boulder - CO, Ankeny – IA, Reading - UK and Ho Chi Minh City – Vietnam, Absolute Software accelerates customers’ shift to work-from-anywhere through the industry’s first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.
Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 recognized Absolute as a Leader in the Winter 2022 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel
Absolute Security Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]
Absolute provides persistent endpoint security and data risk management solutions for computers, tablets, and smartphones. Our persistence technology is built into over half a billion devices around the world.