We are seeking a highly-motivated, self-directed Manager of Customer Success to join our Customer Experience organization. This individual will manage a team of Customer Success Managers and is responsible for driving customer retention and engagement while advocating for areas of need across the customer lifecycle. This role requires a high level of accountability – both towards your customers, revenue targets, and team’s success.
This work directly influences and shapes the customer experience, working cross-functionally with Product, Operations, and Sales to deliver the value of MainStreet and against customers goals. This role reports directly into our Head of Customer Experience.

What you’ll do

    • Manage a team of customer success managers, directly responsible for motivating and managing against collective retention and growth targets
    • Work with cross-functional teams to support all phases of post sales client lifecycle including but not limited to, client communication, onboarding, renewal contracts, and client separation
    • Contribute to nascent initiatives and processes to scale customer success and hit MainStreet’s growth goals
    • Utilize resources to understand our customers’ needs and pain points, and use those insights to improve the customer experiences
    • Create and foster a team culture that supports high-performance output, and inspires others with clear decisions and actions
    • Build and lead your team’s revenue forecasts, report on targets and metrics directly to leadership
    • Serve as a point of escalation for customer issues and work to resolve those issues in a timely manner
    • Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement

What we’re looking for

    • 5+ years of experience working in revenue-driven, customer facing roles
    • 3+ years managing a team of customer success facing direct reports
    • Data-driven, results-oriented, team player who demonstrates a hunger to succeed alongside their team
    • Confidence in escalating issues with clear paths and solutions, while building trust with team members and customers
    • Ability to foresee and build in risk mitigation and contingency planning
    • Navigate highly complex scenarios and ambiguity w/o guidance; demonstrated success reducing complexity and championing clear paths forward
    • Experience working within a highly cross-functional environment or on key cross-functional projects; ability to influence and guide peers towards collective desired outcomes
    • Ability to motivate and influence team remotely; can work independently and communicate clearly over the phone and video conferencing

You’ll thrive if

    • You enjoy building upon a foundation and up-leveling your team’s output
    • Are motivated by numbers, metrics, and clear goals
    • You’re excited to tackle complex challenges and turn them into elegant solutions
    • You operate under a service mindset with a customer first mindset

Compensation

    • Base salary range for this position is $100,000 – $165,000 and based upon years of experience commensurate with location and level of the position
    • Bonus that is commensurate with the level of the position
    • Robust equity program with significant upside potential
    • Benefits including medical, dental, vision, disability, life, 401k plus additional perks to make your work from home life better
Job Overview
Job alerts

Subscribe to our weekly job alerts below and never miss the latest jobs

Sign in

Sign Up

Forgotten Password

Job Quick Search

Cart

Basket

Share