Manager, Customer Success

2 months ago

Vancouver, Canada Absolute Software Full time

**Who are you?**

Reporting to the Director of Customer Success, as the Manager, Customer Success at Absolute, you are highly organized with excellent interpersonal skills and a passion for technology. You will provide leadership, mentorship and assistance to day-to-day operations. You will be responsible for leading a team of CSMs to drive customer loyalty and business value to customers. You leverage customer health monitoring tools to proactively identify issues, and work with your team to implement strategies for product success. Your affinity for customer excellence guides your team to transform customer stakeholders into Absolute heroes within their own organization. You will also be responsible for leading the customer success team (Mid-Market, Education and State/Local Government), conducting regular 1:1s with team members, analyzing churn and usage data and building best practices for the customer success team.

**What You’ll Do**:

- Customer Advocacy:
- Represent the voice of the customer across the organization, advocating for their needs and expectations during strategic decision-making
- Customer Experience Design:
- Proactively look for areas of opportunity to innovate and optimize your team and your team’s programming to drive continuous improvement in performance and the customer experience
- Design and refine Customer Success workflow and processes to maintain service excellence
- Analyze customer feedback and data to identify trends, pain points, and opportunities to make informed improvements to Customer Success activities and overall programming.
- Work as part of the CS Leadership team to evaluate and execute on tactics supporting CX and company initiatives, goals and targets
- Team Leadership:
- Coach, manage, mentor and lead a team of Customer Success Managers (CSMs) to achieve defined key performance metrics (measured weekly, monthly, quarterly) including Net Dollar Retention.
- Work hand-in-hand with your team to develop account strategies, growth and/or risk mitigation plans
- Provide guidance and management over customer escalation decisions and protocols
- Coach your team through quality evaluations and performance reviews to help them develop skills and grow in their career as a CSM
- Lead and encourage your team to focus on skills and attributes that lead to long-lasting relationships with their customers
- Make recommendations as to the employment stages of new and existing CSM team members
- Manage time off requests for team
- Cross-Functional Collaboration:
- Collaborate with internal Sales and Customer Success key stakeholders to strategically prioritize customer retention and mitigate attrition
- Coordinate internal teams including Sales, Account Management, Support, Product and Engineering to resolve complex customer issues and ensure a seamless customer experience
- Focus and Accountability:
- Drive a focus on net dollar retention and creating value for our customers, ensuring that our services not only meet but exceed customer expectations
- Protect the security and privacy of Absolute and its customers

**How You’ll Work**:

- Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems
- Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
- Expecting the best: You hold yourself and others accountable to meet commitments
- Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
- Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
- Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
- Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
- Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service

**What You Will Bring**:

- Maniacal focus on customer success, you’ve been around the block and built customer success in the past and are ready to continue to evolve and innovate at Absolute
- Proven (3+ years) experience leading, mentoring, and motivating high-performance teams. Experience building a Customer Success (or equivalent) organization, processes, and/or tools is a required asset
- Experience building out scaled Customer Success programs that work using a data-driven scalable approach
- Strong aptitude for technology with the ability to explain technical concepts and theories to both technical and non-technical users
- Previous Cybersecurity experience a plus
- Strong knowledge of software platforms and systems used for managing customer relationships and internal data sour

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