Manager of Customer Success- Growth
Description
Title: Manager of Customer Success- Growth
Location: Preferred MST/PST Time Zone OR located in Raleigh area to be able to work from the office with other managers.
Travel: If not local, travel to Morrisville, NC office once a month.
Summary
As a Manager of Customer Success, you will be managing a team of 5+ Customer Success Managers and report directly to the Director of Customer Success. This team aligns with Varonis account teams to manage Varonis customer product portfolios. The Manager of CS will be responsible for developing, mentoring, and guiding this team to successfully coordinate customer-facing activities with the Sales team and customers with the goal of ensuring customers are getting visible value from their investment.
Customer Success Managers are currently an internally facing role; however, the intent is that they go into a customer-facing role requiring outstanding relationship management, structure, and follow-up skills. This individual will be responsible for the growth and success of this team on a daily basis. In addition, the role requires the ability to mentor this team, develop and create repeatable and sustainable processes and work with high-profile customers when needed, and design and execute cross-functional team efforts aiming to drive customers to value. The ideal candidate is detail- and results-oriented, with strong leadership, communication, and problem-solving skills.
Responsibilities
• Managing a team of 5+ Customer Success Managers who gather customer usage and satisfaction details for Varonis customers
• Manage and create processes of identifying at-risk customers and allocate team resources to align best with customer portfolios to ensure customer satisfaction
• Oversee team communication with account teams, as well as with other functions such as Technical Support, Professional Services, and Product Management to ensure team productivity
• Act as an escalation point for the CSR team as well as cross-functional leadership teams to drive resolution in a timely, proactive manner
• Develop new processes and templates that will help enhance the value of the team • Cross-functional management and coordination
Requirements
• 2-4 years of customer success experience
• 1-3 years of experience in a Managerial/Team Leader position
• Excellent written and verbal communication skills
• Team player, able to work alongside several account teams simultaneously
• Previous experience working in Customer Success Operations
• Detailed oriented
• Well organized
• Multitasking skills
• Self-starter
• Experience working in a fast-paced hyper-growth company is preferred
• Sales experience – Advantage
• CRM system is an advantage and Salesforce is preferred
As a Manager of Customer Success, you will be managing a team of 5+ Customer Success Managers and report directly to the Director of Customer Success. This team aligns with Varonis account teams to manage Varonis customer product portfolios. The Manager of CS will be responsible for developing, mentoring, and guiding this team to successfully coordinate customer-facing activities with the Sales team and customers with the goal of ensuring customers are getting visible value from their investment.
Customer Success Managers are currently an internally facing role; however, the intent is that they go into a customer-facing role requiring outstanding relationship management, structure, and follow-up skills. This individual will be responsible for the growth and success of this team on a daily basis. In addition, the role requires the ability to mentor this team, develop and create repeatable and sustainable processes and work with high-profile customers when needed, and design and execute cross-functional team efforts aiming to drive customers to value. The ideal candidate is detail- and results-oriented, with strong leadership, communication, and problem-solving skills.
Responsibilities
• Managing a team of 5+ Customer Success Managers who gather customer usage and satisfaction details for Varonis customers
• Manage and create processes of identifying at-risk customers and allocate team resources to align best with customer portfolios to ensure customer satisfaction
• Oversee team communication with account teams, as well as with other functions such as Technical Support, Professional Services, and Product Management to ensure team productivity
• Act as an escalation point for the CSR team as well as cross-functional leadership teams to drive resolution in a timely, proactive manner
• Develop new processes and templates that will help enhance the value of the team • Cross-functional management and coordination
Requirements
• 2-4 years of customer success experience
• 1-3 years of experience in a Managerial/Team Leader position
• Excellent written and verbal communication skills
• Team player, able to work alongside several account teams simultaneously
• Previous experience working in Customer Success Operations
• Detailed oriented
• Well organized
• Multitasking skills
• Self-starter
• Experience working in a fast-paced hyper-growth company is preferred
• Sales experience – Advantage
• CRM system is an advantage and Salesforce is preferred
We invite you to check out our Instagram Page to gain further insight into the Varonis culture! @VaronisLife
Varonis is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.