Lead Customer Success Manager

3 weeks ago

Toronto, Canada Herjavec Group Full time

Cyderes is looking for a dedicated and creative Lead Customer Success Manager to join the CYDERES Customer Success team. This is an exciting opportunity for someone who thrives on solving customers’ problems, is energized by working with interesting technologies, and desires to contribute improvements to our core product offerings and grow this business. This position reports to the Sr Director of Customer Success.

As a leader on the Customer Success team, you will manage Customer Success Operations Analyst as they ensure customers’ requests are fulfilled. The Lead will have the responsibility for driving value for our customers and providing reactive support to a wide variety of customers. They will lead a team of 4-6 Customer Success Operations Analysts, who are responsible for triaging and communicating with our end customers.

**Essential Functions**:

- Provide technical support for customers to support pre-sales and post-sales processes.
- Identify staff development opportunities and help them to work toward their professional goals.
- Guide CSOAs in triaging and remediating customer requests
- Own the customer support interactions
- Create strategies to engage with customers, build and refine the customer support journey, and influence their experience.

**Job Requirements**

**Required/Relevant Skills & Experience**

Professional Manager:

- Mastery in leading positive client relationships in complex situations, resolving client issues & growing client revenue.
- 3+ years of experience at the director level managing account management staff and able to manage, motivate, develop & inspire large teams.

Proven Leader:

- Able to work collaboratively with internal & external teams
- Possess executive-level communication and interpersonal skills.
- Exceptional verbal and written organizational, presentation, negotiation, and communication skills.
- Strong presence with high confidence and calm demeanor in even the most stressful situations.

Customer Success Evangelist:

- A track record of managing high customer retention/renewal rates while reducing churn rates.
- Strong sense of urgency and accountability to drive client outcomes.
- Strong negotiation skills with the ability to effectively navigate and mediate conflict.
- Excellent analytical and problem-solving skills combined with the ability to provide a quick resolution to problems.
- Demonstrable success in thinking strategically and executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.

**Desired Experience**

Customer Success Experience:

- Previous customer support desk experience
- Bachelor's Degree in Computer Science or relevant field.
- Solid technical background with hands-on experience in customer success
- 3+ years of management experience, with customer-facing interactions at the core of delivery.

**Job Types**: Full-time, Permanent

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