Job description
The role:
- We are looking for a Manager, Mid-Market Customer Success to join our Customer Success team.
- Reporting to the VP of Customer Success, you will be responsible for team leadership, coaching and development.
- You will also be responsible for strategic account management, escalation handling, cross-functional collaboration and customer advocacy.
Why you’ll love this role:
- Regularly observe CSMs and provide real time feedback on core skills and competencies needed to achieve success in the role. Reinforce and execute segment level strategies with both the team and individual CSMs. Consistently assesses, identifies and monitors gaps and trends across the team. Address gaps and trends both by coaching and by providing feedback to leadership on process and enablement solutions.
- Serve as a central point of contact for customer escalations for your regions’team, providing coaching on effective strategies for solving escalations, and joining customer calls as needed to support CSMs. Ability to lead meetings and skillfully manage escalations with senior level administrators at large districts.
- Attract, retain and develop best in class CSM talent. Schedule quarterly career conversations and weekly one-on-ones to ensure each individual on your team is growing professionally at Newsela. Be ready to have difficult conversations, hold your team and yourself accountable. Share these interactions and strategize with VP of CSM org
- Leverage customer and CSM insights to identify global trends across the Mid-Market CSM team. Provide timely feedback and recommendations to VP on strategic initiatives to drive operational efficiency and improve KPI results. Be a change champion by holding CSMs accountable for new processes and systems developed. Track utilization of tools to ensure 100% of CSMs are fully adopted.
- Coach the team on the book of business management and ensuring clients are following the recommended interaction plan. Provide coaching on both quantity and quality of outreach and ensure clients are appropriately advancing within the Newsela Customer Journey.
- Coach and assist the team on collaborating with sales counterparts to identify any risk to renewal. This will involve strategizing, problem solving, and escalating where necessary. Coach team on constantly monitoring client health and satisfaction and providing strategy updates at territory meetings that will result in renewals.
- Coach CSMs on how to execute on product adoption playbooks based on differentiated methods measured by a customer’s existing adoption levels on Newsela. Guide CSMs on how to monitor performance of customers based on adoption benchmarks, and how to improve customer adoption based each quarter.
- Coach and train your team to identify growth opportunities and partner with SDRs and Sellers to execute on opportunities. Place a significant focus on collaboration and how to operate as one united Customer team to drive long term client growth and results. Identify gaps in processes and escalate as needed. Collaborate with Sales Leaders to Learn and address new ways to scale these motions and create a clean experience for clients and CSMs.
Why you’re a great fit:
- With 5+ years of experience in customer success or a similar function, and 2+ years of management experience, you have demonstrated success retention, growth, and product adoption metrics.
- You have demonstrated success with coordinating cross functional teams to deliver on both client and company goals.
- You are able to set clear expectations for your team to deliver on a seamless experience for customers, ultimately ensuring product adoption and retention goals are met.
- You are passionate about leading, developing and empowering your team, and ensuring that they’re accountable to their own customer metrics.
- You build a culture of trust and support in your team, and are consistent in driving positive outcomes on both the individual and team level.
- You’re experienced with Salesforce and Gainsight, and always rely on data to drive your decisions.
Compensation:
Base salary: $102,500 - $110,000 On-target commission (OTC): $27,500 On-target earnings (OTE): $130,000 - $137,500.
Total compensation for this role also includes incentive stock options and benefits.
