Manager, Customer Success
Leopard Solutions Leopard Solutions New York, NY New York, NY Full-time Full-time $85,000 - $100,000 a year $85,000 - $100,000 a year 1 hour ago 1 hour ago 1 hour ago We are seeking an experienced and passionate Manager of Customer Success to lead our Customer Success team in ensuring customer satisfaction, retention, and success.
As the Manager of Customer Success, you will be responsible for managing a team of Customer Success Managers, developing and executing customer success strategies, and fostering strong customer relationships.
Your role will be instrumental in driving customer adoption, growth, and advocacy for our SAS (Software-as-a-Service) solutions.
Responsibilities:
Customer Success Strategy:
Develop and execute a comprehensive customer success strategy aligned with the company's goals.
Define customer success metrics, goals, and KPIs to measure customer satisfaction, adoption, retention, and expansion.
Team Leadership and Management:
Lead and manage a team of Customer Success Managers, providing guidance, coaching, and mentorship.
Set clear performance expectations, conduct regular performance reviews, and foster a culture of collaboration and continuous improvement within the team.
Customer Relationship Management:
Establish strong relationships with key customers, acting as a trusted advisor and advocate.
Proactively engage with customers to understand their business needs, goals, and challenges.
Collaborate with internal stakeholders to deliver customized solutions and ensure customer success.
Onboarding and Adoption:
Oversee the onboarding process for new customers, ensuring a smooth and successful implementation of our SAS solutions.
Develop and implement best practices and processes to drive customer adoption and utilization of our products.
Customer Health Monitoring:
Continuously monitor customer health and engagement, identifying early signs of potential issues or opportunities.
Proactively address customer concerns, resolve issues, and drive customer satisfaction.
Renewals and Upsells:
Collaborate with Sales and Account Management teams to drive customer renewals, expansions, and upsells.
Provide insights and recommendations based on customer usage and needs to identify opportunities for growth and increased value.
Customer Success Operations:
Implement and manage customer success tools, systems, and processes to drive operational efficiency and scalability.
Develop and maintain customer success playbooks, resources, and training materials for the team.
Customer Feedback and Insights:
Collect and analyze customer feedback to identify trends, product improvement opportunities, and areas for customer success enhancements.
Collaborate with Product Management and Development teams to drive product enhancements and roadmap prioritization based on customer insights.
Collaboration and Alignment:
Foster strong cross-functional collaboration with Sales, Product, Support, and other teams to ensure a seamless customer experience.
Share customer insights, advocate for customer needs, and contribute to overall business growth strategies.
Qualifications:
Bachelor's degree in Business, Marketing, or a related field.
Advanced degree preferred.
Proven experience in a customer success leadership role within a SAS or software company.
In-depth knowledge of customer success principles, methodologies, and best practices.
Strong leadership and team management skills, with the ability to motivate and inspire a team to achieve goals.
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
Demonstrated track record of driving customer success and satisfaction, resulting in customer retention and growth.
Data-driven mindset with the ability to analyze customer metrics and usage data to drive insights and decision-making.
Strong organizational and project management skills, with the ability to prioritize and manage multiple customer accounts simultaneously.
Experience with CRM and customer success platforms, such as Salesforce, livechat.
Knowledge of SAS products and solutions, or a strong willingness to learn and understand SAS offerings.
Customer-focused mindset, with a passion for delivering exceptional customer experiences and outcomes.
Join our team and make a significant impact on our customers' success and satisfaction as the Manager of Customer Success.
Lead a team of dedicated Customer Success Managers, drive customer adoption and growth, and contribute to the overall success of our SAS Job Type:
Full-time Pay:
$85,000.
00 - $100,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Monday to Friday Ability to commute/relocate:
New York, NY 10016:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Microsoft Office:
5 years (Required) SAS Support Manager:
5 years (Required) Work Location:
Hybrid remote in New York, NY 10016.
Estimated Salary: $20 to $28 per hour based on qualifications.
As the Manager of Customer Success, you will be responsible for managing a team of Customer Success Managers, developing and executing customer success strategies, and fostering strong customer relationships.
Your role will be instrumental in driving customer adoption, growth, and advocacy for our SAS (Software-as-a-Service) solutions.
Responsibilities:
Customer Success Strategy:
Develop and execute a comprehensive customer success strategy aligned with the company's goals.
Define customer success metrics, goals, and KPIs to measure customer satisfaction, adoption, retention, and expansion.
Team Leadership and Management:
Lead and manage a team of Customer Success Managers, providing guidance, coaching, and mentorship.
Set clear performance expectations, conduct regular performance reviews, and foster a culture of collaboration and continuous improvement within the team.
Customer Relationship Management:
Establish strong relationships with key customers, acting as a trusted advisor and advocate.
Proactively engage with customers to understand their business needs, goals, and challenges.
Collaborate with internal stakeholders to deliver customized solutions and ensure customer success.
Onboarding and Adoption:
Oversee the onboarding process for new customers, ensuring a smooth and successful implementation of our SAS solutions.
Develop and implement best practices and processes to drive customer adoption and utilization of our products.
Customer Health Monitoring:
Continuously monitor customer health and engagement, identifying early signs of potential issues or opportunities.
Proactively address customer concerns, resolve issues, and drive customer satisfaction.
Renewals and Upsells:
Collaborate with Sales and Account Management teams to drive customer renewals, expansions, and upsells.
Provide insights and recommendations based on customer usage and needs to identify opportunities for growth and increased value.
Customer Success Operations:
Implement and manage customer success tools, systems, and processes to drive operational efficiency and scalability.
Develop and maintain customer success playbooks, resources, and training materials for the team.
Customer Feedback and Insights:
Collect and analyze customer feedback to identify trends, product improvement opportunities, and areas for customer success enhancements.
Collaborate with Product Management and Development teams to drive product enhancements and roadmap prioritization based on customer insights.
Collaboration and Alignment:
Foster strong cross-functional collaboration with Sales, Product, Support, and other teams to ensure a seamless customer experience.
Share customer insights, advocate for customer needs, and contribute to overall business growth strategies.
Qualifications:
Bachelor's degree in Business, Marketing, or a related field.
Advanced degree preferred.
Proven experience in a customer success leadership role within a SAS or software company.
In-depth knowledge of customer success principles, methodologies, and best practices.
Strong leadership and team management skills, with the ability to motivate and inspire a team to achieve goals.
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
Demonstrated track record of driving customer success and satisfaction, resulting in customer retention and growth.
Data-driven mindset with the ability to analyze customer metrics and usage data to drive insights and decision-making.
Strong organizational and project management skills, with the ability to prioritize and manage multiple customer accounts simultaneously.
Experience with CRM and customer success platforms, such as Salesforce, livechat.
Knowledge of SAS products and solutions, or a strong willingness to learn and understand SAS offerings.
Customer-focused mindset, with a passion for delivering exceptional customer experiences and outcomes.
Join our team and make a significant impact on our customers' success and satisfaction as the Manager of Customer Success.
Lead a team of dedicated Customer Success Managers, drive customer adoption and growth, and contribute to the overall success of our SAS Job Type:
Full-time Pay:
$85,000.
00 - $100,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Monday to Friday Ability to commute/relocate:
New York, NY 10016:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Microsoft Office:
5 years (Required) SAS Support Manager:
5 years (Required) Work Location:
Hybrid remote in New York, NY 10016.
Estimated Salary: $20 to $28 per hour based on qualifications.
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