Senior Manager, Customer Success
Customer Success | Flexible Location | Full Time
As Senior Manager, Customer Success, you will drive the strategic direction of the Customer Success team and define the customer journey. This role will oversee the customer experience post-sale, build strong relationships with school partners, cultivate referrals, and generate upsell leads for Sales, increasing net revenue retention (NRR) for the organization. In addition to your base salary, there is variable compensation based on passing qualified leads to sales and gross / net / logo retention. You will interact on the “front lines” with strategic Swing customers and work cross-functionally to handle challenging customer cases and deliver solutions that drive the team forward, all while communicating findings and best practices across the company.
You will report to the VP of Revenue and work closely with Sales, Product, Support, and Marketing teams. You will also uphold and live out Swing’s core values of collaboration, transparency, continuous learning, and commitment to diversity & inclusion.
This is a leadership role that starts as an individual contributor building a Customer Success team over a period of time (candidate should be ready to roll up their sleeves).
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Define and optimize the customer journey, focusing on expanding usage and providing positive customer experience
Standardize operational plans for each customer segment
Define and oversee lifecycle processes / touch points, including quarterly business reviews, “listening” points (e.g., based on trends in usage, NPS), and customer advocacy groups
Create post-sale feature adoption and use case expansion strategies and devise ways to measure and improve
Create standard materials (i.e. presentations, best practices, onboarding plans, etc.) for each part of customer lifecycle
Ensure customer onboarding and handoff experience is world-class
Develop a scalable escalation protocol that addresses client issues with urgency, orchestrating resources across the company as appropriate
Identify opportunities for continuous improvement
Drive true value for customers, providing them with insights on how to get the best experience from Swing’s product and services
Maintain a deep understanding of Swing’s products and platform and speak with customers about most relevant features/products for their specific needs
Regularly interact with customers to clearly and succinctly communicate insights and make strategic and tactical recommendations based on customer needs, Swing’s product and services, and marketplace data
Drive new business growth through cultivating greater advocacy and reference accounts
Gather valuable feedback from clients for continuous product improvements
Develop upsell and retention strategies with Sales
Expand our revenue per account through product adoption, supporting more use cases, driving customer satisfaction and overall health scores
Develop an early warning system to understand at-risk accounts to accurately forecast retention
Develop an upsell and retention strategy for each customer to achieve growth goals
Implement a customer journey thats pays special attention the “key transition” points between teams (Marketing/SDR/AE/CSM)
Own key metrics for your team, working with Revenue leadership to define the following targets:
Net revenue retention
Product / feature adoption
Weekly team operations
Drive customer success mindset across the company
Integrate processes, content, and data to/from stakeholder organizations (e.g, Marketing, Sales, Product, Support)
Clarify ownership for each part of customer journey
Gather feedback from other departments, including Sales, Support, Product, Marketing, and others, to improve the customer experience
Advocate for changes in other departments’ way of working (including our onboarding process) and collaborate with them to implement those
Help create company-wide customer feedback loop
Identify & implement a scalable process to prioritize new feature asks to Product & Engineering
Hire and build out a Customer Success team over time
REQUIREMENTS AND QUALIFICATIONS:
BA/BS degree in quantitative or business field
5+ years work experience leading customer success managers, account management, or sales teams, ideally in K-12 software company and/or managed marketplace
Knowledge / Skills / Abilities:
Extensive experience working with Gainsight, Salesloft, HubSpot, Salesforce, or other CRM and Sales/CS enablement tools
Strong business analytical skills with extensive experience in Excel (pivot tables, vlookups, index/match). Proficiency in data analysis tools such as SQL and Mode a plus.
Proven experience driving upsell and product adoption leveraging customer success best practices
Outstanding communication skills and sales orientation, ability to sell Swing’s products
Proven ability to develop strategies, translate them into initiatives, and track successful delivery
Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
Proven ability to think analytically and use data to inform strategy and solve complex problems
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Enthusiastic, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment
Outstanding time management skills, able to understand and prioritize different activities
Demonstrated ability to collaborate across the organization and with external stakeholders
Willing and able to address escalated client issues with speed and urgency
Commitment to diversity and inclusion in engaging varied regions and working with teams from diverse backgrounds
ENVIRONMENTAL CONDITIONS / PHYSICAL DEMANDS: The environmental conditions and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to remain in a stationary position 50% of the time
Must be able to communicate, detect, converse with, express oneself to others
Must be able to talk and hear 70% of the time during online meetings and calls
Repeating motions that may include the wrists, hands and/or fingers
Currently all staff are working remotely during the COVID-19 pandemic until further notice.
Employees are to be online and accessible for 8 hours, Monday to Friday. The company’s core business hours are from 9:00am - 5:00pm PT
Tools will be provided for communicating with team members and collaborating on projects.
Meetings will be scheduled over video conferencing. Times are to be discussed and agreed upon between the employee and manager.
Employees are advised to choose a safe and secure location to work from, and to maintain high levels of safety.
Indoor office environment with windows
Office with equipment noise
Office with frequent interruptions
The noise level in the work environment is usually moderate