Associate Manager - Team Manager - Tech

The Customer Success Team Manager  will lead a team of customer success representatives who are responsible for delivering a world-class customer experience to clients. The supervisor will manage the day-to-day operations of the team, develop, and implement strategies to improve customer satisfaction and retention rates and ensure the team is meeting or exceeding performance metrics. The ideal candidate will have experience in customer success management, a deep understanding of the cloud communication and collaboration space, and strong leadership skills.

 Responsibilities:

• Drive value for customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers’ objectives and deliver value-based solutions, and determining how to define, drive, and demonstrate ROI delivered.
• Drive alignment with internal teams including Renewals Sales Managers and Expansion teams by aligning with R&E; on renewal and up-sell strategy and focusing on selling with a retention focus.
• Recruit, mentor, and inspire a world-class team by setting expectations, giving feedback, conducting interviews, and creating a customer-first culture.
• Drive operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors, and report on metrics.

Function: Management
Experience Level: Mid-Senior Level