Senior Manager of Customer Success

2 weeks ago

Canada Rebox Corp. Full time

Job Title: Senior Manager, Customer Success SMB

Reporting to: Senior. Director, Customer Success

Department: Customer Success

Position Summary

The Sr. Manager, Customer Success SMB leads the strategy and execution for the SMB customer segment, driving revenue growth and customer satisfaction. This role manages a team of Customer Success Managers and Customer Success Representatives, ensuring consistent delivery of exceptional experiences, operational excellence, and achievement of key performance indicators. The Sr. Manager will champion process improvements, cross-functional collaboration, and continuous development within the SMB segment.

Key Responsibilities:

Customer Retention & Growth

• Develop and execute strategies to grow revenue and profitability in the SMB segment.

• Monitor customer satisfaction, proactively resolve issues, and reduce churn.

• Identify and implement opportunities for upselling and transitioning top SMB accounts to Mid-Market.

• Lead automated sustainability reviews and business forecasting for SMB customers.

Customer Relationship Management

• Build and maintain strong relationships with SMB customers, providing personalized recommendations and support.

• Champion Salesforce adoption and CRM compliance within the SMB CS team.

Order & Inventory Management Support

• Drive continuous improvement in order processing, documentation, and process consistency.

• Ensure alignment and documentation of order processing between CSR teams and warehouses.

Collaboration & Cross-Functional Initiatives

• Partner with Sales, IT, Procurement, Operations, and Marketing to develop forecasting, rebate programs, and promotions.

• Align post-sales customer journey mapping and communications calendars.

• Deliver an SMB portal and implement automated marketing and engagement initiatives.

Team Leadership & Development

• Hire, coach, and develop the SMB Customer Success team and Customer Success Representatives to achieve all owned KPIs.

• Foster a culture of service excellence, sustainability, and simplicity.

Your Background:

- Proven experience in customer success, account management, or sales leadership
- Ability to lead teams and manage multiple priorities in a fast-paced environment
- Strong communication, project management, and operational process skills
- Service-oriented mindset with a focus on continuous improvement

Who We Are:

Established in 1990, Rebox is North America’s largest used box distributor. We partner with Fortune 1000 companies to optimize supply chains and create custom programs tailored to their needs. Visit www.reboxcorp.com to learn more. [CSM Job Description | Word]

What We Value:

Service Excellence

Sustainability

Simplicity

Qualifications

- Bachelor’s degree or equivalent experience
- Successful experience in a corporate environment
- Strong leadership and communication skills, including active listening and clear articulation
- Ability to solve problems, alleviate conflicts, and escalate tactfully
- Ability to multitask, manage time, and prioritize
- Ability to work individually and as a team member
- Experience in sales, project management, or digital sales is an advantage

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