Bitly is looking for a Senior Manager, Customer Success Managers – SMB & Mid-Market to build, maintain, and grow strategic relationships with our top SMB and Mid-Market customers. You will be responsible for managing our SMB and Mid-Market Customer Success Team as well as leading strategic initiatives aimed at maximizing adoption, retention, and overall customer lifetime value at scale.

The ideal candidate is a strong leader with industry expertise who has a proven track record of success both in interacting with a high volume of clients as well as growing and leading a team. This role reports directly to the Senior Director of Customer Success.

The ideal candidate is a strong team player and collaborator with a passion for driving a top-notch customer experience and building exceptional and long-lasting customer relationships.

What You’ll Do
Exceptional relationships
Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy, technical environment and measures for success
Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as product management, sales, marketing, legal, engineering and finance

Customer delight
Set, measure and achieve or exceed client retention and upsell/cross sell quotas
Accurately forecast renewal, upsell and cross sell pipeline through effective proactive account management
Identify and pursue client upsell opportunities, within and outside of their existing use case, to grow your book of business. Where appropriate, partner with sales on strategic deals
Anticipate at-risk accounts to mitigate retention risk through client action plans and training on a high volume of accounts

Lead World-class Customer Success Teams
Lead a team of high potential CSM’s responsible for all stages of the customer success process: onboarding, training, customer success management, renewals, cross-sell / up-sell, customer support, and advocacy
Set clear objectives, provide ongoing feedback, and support career development for team members
Attract and recruit new team members
Foster strong collaboration within the team and with other company stakeholders
Encourage continuous learning and a culture of coaching within the team
Teach and learn from best practices in the customer success ecosystem

Process
Make Bitly the best in the business by continuously improving processes in the Customer Success organization and when needed, assisting to train new hires
Take the initiative to document best practices and sharing successes with the team
Who You Are

Minimum of 4 years in a CSM or Sales Leadership role
Have strong leadership skills with the ability to motivate and inspire a team to achieve results
Customer-first mentality and talent for building strong relationships with clients and colleagues
Experience working cross-departmentally (with sales, front-line customer service, product, engineering) to serve the needs of customers
Experience using Gainsight and Salesforce or similar CRM software
Ability to prioritize and manage expectations within a fast-paced environment
Excellent written and verbal communication and presentation skills
Demonstrated experience and passion for social technologies and SaaS space
US Employee Benefits

Competitive Salary + Stock Options
Comprehensive and competitive medical, dental, and vision insurance (all LGBT friendly)
401k with up to 4% employer match
One Medical membership: Doctors you can text, call or email 24/7 and receive access to expert insurance guidance
Meaningful opportunity for community building through our Employee Resource Groups
Access to care for everything from mental health, reproductive health, family planning, pediatrics with Maven.
Access to mental health support and Employee Assistance Program (EAP) with confidential counseling services through Lyra.
Unlimited PTO Policy, including Mental Health days and 2 annual “Recharge” weeks
Wellness reimbursement program
Partial cell phone and WiFi service reimbursement
Voluntary LegalShield for legal services and IDShield for identity theft protection
Unlimited vacation, personal time, and flexible work from home policies
Full support for remote work, including a $500 home office stipend
Generous parental leave policies; maternity and parental leave for growing families
Budget for professional development opportunities, including courses and conference attendance
Company sponsored volunteering opportunities
Closing

US applicants must be currently authorized to work in the United States on a full-time basis.

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