Manager, Data Networks

2 weeks ago

Canada Vista Equity Partners Management, LLC Full time

As a Manager, Customer Success, you will oversee a team of dedicated Customer Success Managers, guiding them to ensure the satisfaction and success of our customers with our products, solutions, and services.

In addition to managing your own portfolio of clients, you will provide leadership and mentorship to the CSM team, driving a culture of excellence and collaboration.

Set clear performance expectations and goals for the team, fostering a culture of accountability and continuous improvement.
Conduct regular one-on-one meetings, performance evaluations, and coaching sessions to support individual growth and development.

Customer Relationship Management:

Manage your own portfolio of key customers, serving as the primary point of contact and ensuring their success and satisfaction by driving solution adoption and value realization.

Monitor team performance metrics and customer health indicators, identify areas for improvement and implement action plans as needed.
Support CSM team members in building strong, long-lasting relationships with clients and addressing any issues or escalations.
Prepare and conduct high quality Executive Business Reviews with key customers.

Customer Success Strategy:

Collaborate with the CSM team and cross-functional stakeholders to develop and execute customer success strategies aligned with organizational goals.

Provide strategic guidance to the team on success planning, upsell/cross-sell opportunities, and customer expansion initiatives.

Work closely with Sales, Marketing, Product, Professional Services, and Support teams to ensure alignment and collaboration on customer success initiatives and customer risk management.

Bachelor's degree from an accredited college or university, and/or equivalent work experience.
~5+ years of experience in customer success within a SaaS or technology company, including experience in a mission-critical industry (i.e., utilities, mass transit (air/rail), telecommunications, etc.)
~ Proven experience as a CSM to enterprise Software-as-a-Service clients, with at least three (3) years of experience in a leadership or managerial capacity.
~ Strong leadership and people management skills, with a track record of coaching and developing high-performing teams.
~ Strategic thinking and problem-solving abilities, with a focus on driving customer success and achieving business outcomes.
~ Ability to generate high-quality, professional, customer-facing artifacts, including executive presentations and quantitative analyses and reports.
~ Familiarity with CRM software (e.g., Salesforce), customer success platforms (e.g., Gainsight), and project management tools.
~ Ability to support up to 30% travel, including domestic and international. Must possess a valid driver's license.

You will be eligible to participate in ARCOS health benefits to include (100% employer-paid dental and vision premiums for single coverage), 401(k) with company match, generous PTO plan, Summer hours and a technology stipend just to name a few.

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