Manager, Customer Success

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The Manager, Customer Success is responsible for leading a team of Customer Success Managers (CSMs), ensuring they are equipped to drive positive customer outcomes, improve customer satisfaction, and achieve customer retention goals. The Manager focuses on building and optimizing internal processes and tools that enhance customer health visibility, team productivity, product knowledge, and the overall customer experience. Acting as a coach and leader, the Manager supports the professional growth of CSMs and fosters a culture of continuous improvement and collaboration.

Key Responsibilities:
  1. Team Leadership & Mentorship:
    1. Lead, coach, and mentor a team of Customer Success Managers, providing guidance on best practices, issue resolution, and customer engagement strategies.
    2. Conduct regular one-on-one meetings with CSMs to support their development, address challenges, and ensure they have the resources needed to succeed.

  2. Process Improvement & Tooling:
    1. Define, build, and optimize internal processes to improve the visibility of customer health metrics, enhance team productivity, and support proactive customer management.
    2. Develop and implement tools that help CSMs track customer engagement, identify risks, and measure the impact of their efforts.
    3. Champion best practices within the Customer Success team to drive consistent and high-quality service delivery.

  3. Customer Health & Risk Management:
    1. Oversee the monitoring of customer health across the portfolio, ensuring CSMs are effectively using data to assess customer satisfaction, engagement, and risk. 
    2. Work with CSMs to develop action plans for at-risk accounts, providing guidance on mitigating risks and improving customer outcomes.
    3. Ensure the team is proactive in identifying and addressing issues before they become critical, reducing the likelihood of customer churn.
    4. Report regularly to leadership on customer health, team performance, key challenges, and opportunities for improvement.

  4. Operational Guidance & Support:
    1. Provide operational support to CSMs by helping them navigate complex customer situations and coordinating cross-functional resources as needed.
    2. Lead efforts to standardize workflows and processes, reducing the need for custom solutions and improving overall efficiency.
    3. Assist in the creation of playbooks, training materials, and resources to enhance the team's ability to support customers effectively.

  5. Customer Advocacy & Cross-Functional Collaboration:
    1. Act as an advocate for customers within Avionté, ensuring their needs and feedback are communicated effectively to product, growth, and services teams.
    2. Participate in development prioritization meetings, ensuring customer needs and feedback are represented in the product development process. Advocate for enhancements or bug fixes that address common customer pain points.
    3. Collaborate with Sales, Professional Services, Product, and Support teams to ensure a seamless customer experience and align efforts across the organization.
  6. Customer Escalations & Complex Issue Management:
    1. Directly engage with customers when escalations arise, ensuring timely resolution and effective communication throughout the process.
    2. Own all communication and next steps for complex, multi-customer issues, coordinating across internal teams to drive resolution and ensure consistent messaging.

Qualifications:
  1. 5+ years of experience in Customer Success, Account Management, or Implementation Project Management, with at least 1 year in a leadership or management position.
  2. Strong ability to coach, mentor, and develop team members, fostering a positive and high-performance culture.
  3. Proven experience in building and optimizing internal processes and tools to support team productivity and customer success.
  4. Strong technical understanding of SaaS products and the ability to communicate complex concepts in a simple manner.
  5. Excellent communication, organizational, and strategic thinking skills, with a customer-centric mindset.
  6. Bachelor's degree preferred.
  7. Experience in the staffing industry is a plus.
  8. Ability to travel to customer sites as needed.
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