Manager, Customer Success, SMB/Scaled

Your role:

The Manager, Customer Success, works closely with Global Relay’s existing customer base and encompasses ongoing team management, account management, account reconciliation, upselling, and customer success. The Manager, Customer Success, will manage, motivate, lead, and train a team of Customer Success Managers in the Scaled or Small/Mid-sized (SMB) space. He/she is responsible for ensuring the Customer Success Team reaches goals set by management and work closely with Global Relay teams to provide a point of escalation for customer inquiries.

The Manager, Customer Success, will strengthen Global Relay's relationships with customers at scale and create scaled approaches to customer engagement to drive retention and value.  The Manager is responsible to manage the Scaled/SMB Customer Success team, drive and own systems and processes that deliver value for customers while increasing revenue and growth for Global Relay.  The Manager, Customer Success will also create an email/content strategy and customer journey/touchpoints to drive adoption, retention, and expansion.

The ideal candidate has prior experience leading customer success teams, building customer communities, working with customers at scale, and has the ability to work cross-functionally on multiple customer, process and system projects simultaneously.

Your responsibilities:

• Accountability for the Scaled/SMB customer success team and direct reports
• Build Scaled/SMB processes and playbooks
• Drive customer education and engagement at scale with content, campaigns, and strategies to drive adoption, retention, and expansion
• Improve internal and external processes; streamline processes and improve efficiencies to drive sales, upsells, and customer engagement
• Build content and own customer engagement for Scaled/SMB customers
• Help build FAQs, community, and create self-service options for customers
• Actively engage with customers throughout the relationship lifecycle
• Act as a point of escalation for customers and for internal stakeholders
• Stay current with Global Relay's product roadmap to identify new upsell opportunities for customers
• Contributing to the development and enhancement of Global Relay products and services
• Acting as a liaison between customer and Product teams
• Assisting the customer and internal teams with complex problem solving; advise on complex cases; attend client calls; troubleshoot and report
• Focusing on escalations/customer complaints/incidents, work flow efficiencies and process development
• Developing relationships with internal stakeholders to promote improvements to existing services and prioritize new feature enhancements based on customers’ needs
• Representing the customer (in alignment with Sales, Provisioning, Training, Enterprise Services/Project Management, and other customer-facing teams) in internal technical reviews and presentations

About You:

• Minimum of 5 years of experience in SaaS Customer Success and/or customer facing roles
• At least 2 years' experience managing teams
• Experience building scaled approach to customer success a plus
• Expertise in contract negotiations and renewal processes
• Prior experience in direct sales or solid understanding of the sales cycle/process
• Goal oriented self-starter who is highly organized with great attention to detail and demonstrates creativity, resourcefulness and leadership.
• Ability to work cross-functionally on multiple customer, process and system projects simultaneously
• Professional business manner with the ability to establish relationships with executive stakeholders
• Outstanding communication and organizational skills, with strong attention to detail.
• Highly motivated, energetic, with strong analytical and problem-solving skills.
• Strong work ethic; ability to multi-task and prioritize in a fast-paced environment.
• Experience using Salesforce, content management, mass email, community building highly desirable.