Manager of Customer Success

**What’s CrowdRiff?**

Great visuals tell stories that touch hearts, open minds, and even influence what we buy, eat, and do. That’s why CrowdRiff exists: to connect brands and consumers alike with the captivating imagery that makes a real impact. As a market leader in travel and tourism technology, we help get people excited to scuba dive in Tahiti, explore Napa’s wine country, and bungee jump in Queenstown.

Our team is a quirky and diverse crew that has one thing in common: our love for great visuals. Every day, we work across desks, departments and even oceans to reach our goals, and delight our customers. If you’re passionate about helping everyone see what matters, you’re just our type.

**Your Role: Manager, Customer Success**

We’re looking for a thoughtful and seasoned customer success professional that loves coaching, loves building teams, and is obsessed with customer experience. This is not a Customer Support role. We are looking for a team leader who will work with CSMs to proactively ensure customers find value in the product, understand their business needs, and thereby increase the LTV and renewal probability.

You will immediately lead a team of 5 customer success managers in a fast paced, high growth environment. That means you’ll have the opportunity to do a lot of onboarding, coaching and development.

Customer Success directly impacts the overall financial success of CrowdRiff. Customer satisfaction, adoption, retention and employee engagement are your key responsibilities. You’ll join the Customer Success team and report to the VP of Customer Success. At CrowdRiff, the Customer Success organization is part of the Revenue Team: Sales, and Customer Success Management. You’ll be taking on the leadership of half of our Customer Success Managers.

**What you'll do**:

- Lead, coach and manage a team of CSMs. Employee engagement and retention is important at CrowdRiff
- Responsible for overall customer retention and expansion revenue via your team’s portfolio of customers
- Administrative responsibilities will include performance reviews, comp reviews, customer renewal forecasts
- Work cross functionally to effectively influence & partner with key internal stakeholder teams to drive initiatives forward and capture the ‘voice of the customer’

**A Week in the Life of this Role**:

- Lead, groom and inspire a Customer Success team of direct reports
- You’ll be spending a lot of time with your team. This includes: 1:1s, call coaching, handling escalations, running account strategy sessions, running churn retrospectives, and fostering a great team culture
- Provide leadership to ensure CSMs monitor customer health and develop proactive solutions for increasing retention and expansion
- Refine and deploy new process to accelerate time to time and adoption
- Manage day-to-day priorities with CSMs to ensure proper focus and activities align with overall customer success and CrowdRiff priorities
- Create and maintain senior level contacts within our key customers

**What you’ll need**:

- 5+ years of SaaS customer success or account management experience
- 3+ years in a leadership role in Customer Success or Sales
- Experience establishing strategic business relationships and comfort selling to the C-suite/executive level
- Experience growing and managing a team including hiring, retaining, and developing talent
- Experience over achieving renewal and expansion targets
- Have good consultative sales acumen. You will be coaching your team on how to handle up-sell and renewal opportunities, and step in when needed to take the deal over the finish line
- Know your way around SaaS and customer health metrics, and what levers move them. We run a data-driven customer success operations here. You’ll have lots of data to aid your day-to-day decision making
- Experience with Salesforce, MixMax, Gong or similar tools

Want to hear more? Visit our website and learn more about our team.- CrowdRiff is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors._