Manager, Customer Success

Job description

Position Overview: The Manager, Customer Success is a leadership role that is tasked with managing a small team of Customer Success Managers (CSM). The role is focused on developing ongoing customer relationship activity to ensure customer satisfaction leads to accelerated growth in net blended retention, product engagement, NPS & Referrals. The Manager, Customer Success will be expected to perform hands-on account management activities as well as coach team members in coordinating successful ongoing customer relationships to ensure long-term satisfaction. The Manager, Customer Success will ensure the team are effectively targeting and engaging with customers, communicating Diligent’s value proposition and improving the team’s tracking and reporting capabilities. The Manager, Customer Success is a highly commercial minded and motivated individual that coordinates successful end to end customer lifecycle management for the team to ensure long-term engagement and loyalty, accelerated net retention, NPS, product usage and referrals. Key Responsibilities: - Manage, coach and develop small team of CSMs with the goal of achieving extremely high customer satisfaction and retention outcome...