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Customer Success Team Manager

Customer Success | Culver City, CA | Full Time

Job Description

Customer Success Team Manager

 

Role:

The core mission of the Customer Success Team Manager is to maximize the customer experience while minimizing net churn and increasing share of wallet with our current customers. By focusing on the day-to-day management of a team of customer success reps, the Customer Success Team Manager helps increase customer lifetime value, boosts success & happiness of the customer, and builds lasting value for SnackNation.

This is an incredibly important role that drives massive positive influence on thousands of employees every day, nationwide. A SnackNation Customer Success Team Manager knows our customers inside and out, and does everything necessary to ensure a consistently positive experience.

 

What you get to do:

  • Manage the day-to-day success of a team of Customer Success Reps by setting weekly success plans, following up on progress, and coaching on performance

  • Own and drive department upgrade and churn KPIs

  • Discover actionable insights through the weekly analysis of rep and portfolio-level performance

  • Drive increased customer lifetime value through upsells, cross sells, reducing churn, and enhancing experience

  • Positively handle escalated customer issues

  • Continuously drive more efficient work processes so our reps can focus on what's most important...our customers

  • Help our reps become the best in the business through training and coaching

  • Hire and onboard our talented wave of next reps

 

What we expect from you:

  • An emotionally intelligent, servant leader with 3-5 years experience managing customer success teams

  • Results-oriented with a proven track record of improving retention and share of wallet

  • Proactive in identifying new opportunities, solving problems, and prioritizing efforts

  • Obsessively focused on improving everything you touch

  • A passionate person looking to be part of and lead a team full of passionate people

  • Excellent communication skills

  • Experience working in a subscription service model

  • Advanced data analytics skills

  • Experience in overall customer experience design

 

Perks and Benefits:

  • Employee Stock Options

  • Paid Time Off

  • Company Subsidized Medical, Dental, Vision Plan

  • Life Insurance, 401k, Flexible Spending Accounts, Commuter Benefits & More

  • Catered Lunches & Well-stocked Kitchens

  • Yoga & Wellness Activities

  • Happy Hours

  • Company Retreats

  • Dog Friendly
     

About SnackNation:

SnackNation is a one-of-a-kind healthy snack membership service for offices (B2B) across America, and is smack dab in the middle of the FoodTech boom. Beyond changing the way companies eat and snack, SnackNation is democratizing access to today's most innovative, better-for-you and emerging brands.

We serve thousands of offices and hundreds of thousands of employees across America, and we’re just getting started.  SnackNation donates 10 meals to families in need for every box shipped (on pace for over three million meals donated this year).