Senior Manager of Customer Success – Onboarding

Senior Manager of Customer Success – Onboarding

Requirements

• 6+ years of experience in customer support or service industry, serving a diverse and professional customer base. Experience with SMB a plus.
• 4+ years in a supervisory role managing both exempt and non-exempt team members
• Bachelor’s degree from an accredited college or university
• A sense of urgency to provide a world-class customer experience.
• The ability to adapt to different situations and make adjustments as needed.
• Experience leveraging Customer Success best practices.
• Proven ability to develop strategies, translate them into initiatives, and track successful execution through project management best practices. You deliver results ahead of time and exceeding goals.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning that will drive organizational efficiencies and customer satisfaction.
• The ability to collaborate effectively across the organization and with external stakeholders.

Responsibilities

• Manage and grow a world-class Customer Success Onboarding team
• Manage the staffing and development of a high-performing team.
• Create, optimize, and maintain operational practices as needed to track performance of teams and individuals. Implement a performance management structure that ensures our team is consistently improving over time.
• Maintain alignment and communication with the Senior Director of Customer Success, the other Manager(s) of Customer Success, and with Leads.
• Foster collaboration within the SimplePractice team, and with our partners and vendors.
• Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team, and aligning their efforts to the mission and vision of SimplePractice.
• Supervise and execute Onboarding programs and initiatives
• Drive the overhaul of the Onboarding function to a world-class, scalable motion that drives value and customer satisfaction.
• Execute creative and innovative workflows that are metrics-driven to improve both the team’s and our customers’ experience.
• Manage the development and execution of goals, KPIs, projects, and resources, and ensure alignment with company-wide and interdepartmental initiatives.
• Represent CS and our customers with regard to company-wide initiatives.
• Identify and assess new tools and processes that could measurably increase our efficiency and efficacy.
• Assist the Senior Director of Customer Success with cultivating and managing vendor relationships.
• Supervise and execute initiatives that enable team members to achieve ambitious goals
• Coach CS Leads & Seniors on how to achieve ambitious goals through sharing best practices, performance management, development, and mentorship.
• Implement strategies to directly impact adoption, conversions, and customer retention.
• Identify potential product enhancements that simplify the early customer experience.
• Use qualitative and quantitative data to identify enhancements to all of our features, to share that feedback with our Product, Marketing, Engineering, and Product Marketing teams.
• Coordinate and manage CS-wide meetings, on-site CS sub-group summits, and CS participation and in broader company-wide collaboration events.
• Mentor Customer Success Managers and act as an advisor to all CS Leads.
• Collaborate with Recruiting, Finance, and the Senior Director of Customer Success to forecast, justify, and approve the addition and hiring of CS team members.

Preferred Qualifications

• You’re a results-driven operator who can confidently dig into the details to make informed decisions.
• You’re a servant-style leader who understands our team is our greatest asset.
• You’re highly empathetic, patient, and you really love helping people.
• You have a willingness to listen carefully, explore new ideas, and to learn from the past while looking to the future.
• You’re obsessive about creating an exceptional experience for each of our customers.
• You have impeccable written and verbal communication skills, with an emphasis on a conversational tone.
• You’re self-managing, self-starting, and self-motivating, can organize in a multitasking environment, and can adjust priorities on-the-fly.
• Big plus if you have past experience working with Zendesk, SMB-focused SaaS companies, or in start-up environments.