Senior Manager of Customer Success & Service
Senior Manager of Customer Success & Service
Overview
Our client, an innovative company focused on customer service solutions, is seeking a Senior Manager of Customer Success & Service. In this role, you will lead a high-performing team, drive key projects, and oversee the continuous improvement of the service platform. The position offers opportunities for growth, including a clear path to becoming a Director within 12 months based on performance.
Challenges you would face
- Lead and manage the customer success and service team, ensuring goals are met or exceeded
- Drive proactive outreach, upselling initiatives, and relationship-building with key clients
- Maintain and improve the service platform through automation and process optimization
- Review and enhance current processes to increase efficiency and client satisfaction
- Accurately report on critical metrics such as churn and Monthly Recurring Revenue (MRR)
The ideal candidate
- Proven experience in customer success, sales, or related fields
- Strong team management experience with a track record of leading teams to success
- Experience working with executives and managing international teams
- Exceptional data tracking, analysis skills, and attention to detail
- Proficiency in CRM, data analysis tools, and automation platforms
- Excellent written and verbal communication skills
Plus
- Experience working with cutting-edge technologies in customer service or related fields
- Familiarity with process automation and continuous improvement strategies
- Experience working in a fast-paced, high-volume business environment
- Project management certifications or relevant leadership experience