About the Job: As the Manager of Customer Success, you will lead, mentor, and inspire a team of Customer Success Managers (CSMs) while owning the overall success, retention, and growth of your team's customer portfolio. You will develop and execute strategies that drive renewals, identify expansion opportunities, and ensure customers achieve their desired outcomes. This role requires a combination of strategic leadership, hands-on customer engagement, and cross-functional collaboration. This position requires a location of either Phoenix, AZ or Des Moines, IA area.
What You Will Be Doing: - Own and drive the overall Gross Renewal Rate (GRR) of your team's portfolio.
- Lead, coach, and mentor a team of Customer Success Managers to deliver high-quality, value-driven customer experiences.
- Manage a portfolio of SMB and Scale level customer accounts, ensuring satisfaction, retention, and growth in a high volume, lower touch environment.
- Set customers up for successful renewals by aligning value, managing expectations, and maintaining strong relationships, in partnership with Account Managers.
- Identify upsell and cross-sell opportunities by generating Customer Success Qualified Leads (CSQLs) and partnering with Account Managers to drive expansion.
- Serve as the escalation point for high-impact or at-risk accounts, collaborating cross-functionally to resolve issues.
- Facilitate strategic success planning sessions, business reviews, and ongoing engagement to align customer goals with product outcomes.
- Analyze customer health data and leverage AI tools to anticipate risks, implement corrective actions, and optimize the customer journey.
- Build multi-threaded relationships within customer accounts to deepen engagement and support expansion opportunities.
- Contribute to team best practices and promote a culture of continuous improvement.
- Report on team performance, customer outcomes, and KPIs to senior leadership.
Must Haves/Competencies: - Bachelor's degree in Business, Communications, Human Relations, or related field
- 5+ years in Customer Success or Account Management, with at least 2 years in a leadership role.
- Background in SaaS, Human Resources, Payroll or Construction Management industries.
- Proven track record managing a full book of business, including renewals and expansion.
- Strong leadership, coaching, and team management skills.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Experience handling escalations with a calm, solution-oriented approach.
- Proficiency with customer success and CRM platforms (e.g., ChurnZero, Gainsight, Salesforce).
- Data-driven mindset with a focus on customer outcomes and KPIs.
Preferred:- Familiarity with customer journey mapping and health scoring frameworks.
- Ability to influence cross-functional teams without direct authority.
Perks and Benefits: - Competitive salary
- 401(k) with Company match
- Medical/Dental/ Vision, STD/LTD, Life Insurance
- Flexible Time Off and Company-paid holidays
- Hybrid Work
