Senior Manager of Customer Success, East

Customer Success Boston, United States Manchester, New Hampshire San Francisco, California


Description

Key responsibilities

  • People Management
    • Manage, recruit, train, inspire and develop your team to be a high performing one that delivers a great customer experience.
    • Work with CSMs to ensure adherence with Sitecore account management standards.
    • Motivate team members through challenges of rapidly growing organization.
  • Business Leadership
    • Drive the collection, aggregation, interpretation, and reporting of organizational performance metrics to guide strategic business decisions.
    • Partner with key internal stakeholders across Sales, Marketing, and Product departments.
    • Collaborate on change management and process improvement initiatives.
  • Stakeholder Engagement and Management
    • Develop deep working relationships with key internal partners across renewals, sales, product, and marketing teams.
    • Actively engage as sponsor and escalation point for key accounts.
    • Take a player coach approach to customer challenges and opportunities.

Skills & Competencies

  • 8+ years of Customer Success experience.
  • 5+ years of people management.
  • Ability to identify potential, coach, develop and motivate people.
  • Experience in change management with a rapidly growing organization a plus.

 

Business Travel and Physical Demands

Business travel as needed

 

Preferred Education

Bachelor's degree or global equivalent in related field. Advanced degree a plus.