Job description
We’re looking for an experienced Manager to join our amazing SMB Customer Success team!
This passionate customer success professional will expand and oversee a team of SMB Customer Success Managers who work closely with our high-volume of small business customers. This team will be responsible for the successful management and renewal of subscribers across our SMB customer segment. The leader of this team will be responsible for ensuring the team is meeting and exceeding its retention and revenue goals.
What You’ll Do:
- Manage a team of high-performing SMB CSMs throughout the entire customer journey - from onboarding through engagement and renewal
- Coach CSMs to provide a best in class customer experience while meeting revenue retention targets and mitigating renewal risks
- Standardize activities that SMB CSMs execute at each stage in the customer journey
- Identify, attract, retain and develop talent for the customer success organization
- Conduct and attend weekly 1:1s, team meetings and cross-functional meetings
- Partner with CS senior leadership to establish clear goals and metrics for the SMB team
- Partner with leadership to refine processes, systems, and resources to successfully deliver value to our customers, the team and the business
- Proactively identify, develop & execute solutions to improve operations for the team, customers, and business
- Be the voice of the customer internally to give visibility to and help address customer needs
- Own team’s performance metrics and be responsible for guiding them to meet and exceed their goals
- Own the renewal forecast for your segment, reporting metrics to senior leadership weekly and reporting on renewal trends quarterly
- Serve as an escalation point for complex customer issues
- Support VP in special projects and other tasks as assigned
What You Should Have:
- 2+ years of management experience
- 3+ years of customer success and/or account management experience, preferably within a high-volume, SaaS organization
- Strong understanding of customer success industry and trends
- Proven track record of success in identifying customer needs and implementing long-term solutions in a SaaS environment
- Experience utilizing metrics to make data-driven decisions High level of business acumen and an ability to communicate effectively with internal stakeholders
- History of building and/or improving processes, methodologies, programs or frameworks that increased team performance
- Excellent organization, project management and time management skills
- Ability to build rapport and trust with customers, team members, and internal stakeholders
- Demonstrated ability to provide clear, timely, actionable feedback
- Naturally curious with excellent critical-thinking skills
- Resilient, adaptable, and thrives in a fast-paced environment
- Excellent verbal, written communication and presentation skills
$97,000 - $145,600 a year
The pay range for this position is $97,000 to $145,600for all US locations. This range reflects the minimum and maximum amounts we believe in good faith, at the time of this posting, are appropriate for this role. Actual compensation may vary, subject to future adjustment as needed. Articulate considers a wide range of factors in making compensation decisions, including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. This position is also bonus eligible. This position is eligible for Articulate’s robust suite of benefits which are detailed here.
The application window for this position is expected to close 90 days from the original posting date.
This is a US-based role and can be performed remotely from anywhere within the United States. Occasional travel for company events may be required. Employees must physically reside and work within the US throughout their employment and must immediately notify Articulate of any change of address.
About us
Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective. Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.
Named one of Inc. Magazine’s Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other. In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here.
Articulate Global, LLC is an Equal Employment Opportunity and Affirmative Action employer and complies with all applicable federal, state, and local fair employment practices laws. All employment decisions at Articulate are based on business needs, job requirements, and individual qualifications directly related to the job, without regard to any protected characteristic or class, including, but not limited to, race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. Qualified candidates with criminal histories will be considered for this role in a manner consistent with applicable law. Articulate is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation related to the application process due to a disability, you may contact us at [email protected].
(For information about Articulate’s privacy practices, please view our Privacy Notice)
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