Manager, Customer Success Management

| Greater NYC Area
At Abacus, we're reimagining the way businesses move money, starting with the first real-time employee expense system. We’re excited about building tools that are not only effective but enjoyable for everyone to use. Creating the best customer experience drives us - we love hearing everyday how what we're working on is saving our customers time and headaches. Making expense reports obsolete is only the beginning - join a team that is leading the charge in how businesses manage their cash flow.
The Manager of CSMs will be responsible for leading and inspiring the Customer Success arm of the larger Services organization at Abacus, focused on retaining recurring revenue and driving incremental revenue growth from existing customers. The ideal candidate will have experience as both an individual contributor and manager in a customer success organization, and will be confident in interacting with and presenting to senior leadership within a business, including C-level executives, IT, finance, and operations departments. Internally at Abacus you will work across product, engineering, sales, and marketing to ensure successful growth and retention of our customers.

What you'll do:

  • Manage a team of Customer Success Managers by providing tactical support, ongoing skills coaching, and career path development.
  • Lead from the front by managing some of Abacus’ largest customer relationships alongside the Abacus leadership team, and regularly joining customer calls with reps.
  • Set the sales expansion strategy to meet quarterly and yearly revenue growth plans from the existing customer base.
  • Steer key customer relationships in close collaboration with the team, including solving difficult client issues as the final point of escalation.
  • Partner with other leaders on the direction, strategy, and growth of teams and process enhancements
  • Have a clear, in-depth understanding of our product vision and strategy to drive customer feedback with collaborative efforts across departments.
  • Promote a fun and passionate environment while hitting company KPIs.

Who you are:

  • Proven track record of exceeding quota and/or goal over-achievement.
  • Proactive leader who takes initiative, capable of foreseeing upcoming challenges and solving them effectively.
  • A data-driven approach to business. You need to be ready to let the numbers measure success.
  • The ability to define and redefine processes, break down barriers and challenge the status quo.
  • Adept negotiator and conflict manager with a sales focus.
  • Strong people manager and team player.
  • 3+ years of work experience as an individual contributor in a sales / CS organization.
  • Some experience leading or managing a successful CS team.
  • Startup/tech experience preferred.
  • Bachelor’s degree required.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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Location

Located in a neighborhood with lunch options galore and close to Bryant Park, Abacus is an easy walk to most subways and commuter trains!

An Insider's view of Abacus

What are some social events your company does?

Pancake breakfast is a big tradition at Abacus - each month a few people are picked to make the entire company a breakfast of their choosing. We also rotate members on our fun committee each quarter to plan unique outings for the whole team.

Ted

Chief Product Officer

What's the biggest problem your team is solving?

Abacus is changing the game for expense reporting software. Other platforms out there have really just digitized an old, outdated process. We're solving the problem in a different, more efficient way and really helping growing teams with a more scalable solution.

Bethany

Vice President of Marketing

How has your career grown since starting at the company?

I started my career at Abacus as a Business Development Representative. During my time here, I have had the opportunity to become the inaugural Account Manager and was then promoted to Director of Customer Success. As a small team that values people greatly, there's always an opportunity to gain exposure to new areas and to mold your own path.

Kalie

Director of Customer Success

How do your team's ideas influence the company's direction?

Team members at Abacus are willing to let their guard down and be vulnerable. This is the foundation required to create a trusting environment in which colleagues can vigorously disagree with one another. We believe this leads to better ideation and solutions.

Omar

CEO

What are some social events your company does?

Every quarter we name a Fun Committee to plan outings for the team. We’ve done axe throwing, a harbor cruise, karaoke, rooftop bars. It’s a really fun way to get to know each other out of the office.

Lenny

Content Marketing Manager

What are Abacus Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
All full-time employees are offered 100% paid medical, dental, vision, disability, and life insurance with 90% paid for families and dependents.
Life Insurance
Retirement & Stock Options Benefits
401(K)
Saving for the future is an important part of everyone's career plan, so we offer a matching contribution to help grow your nest egg
Vacation & Time Off Benefits
Generous PTO
To support employee life outside of the office, Abacus offers generous PTO, plus calendar holidays, quarterly floating holidays, partially paid paternal leave and more.
Paid Volunteer Time
Employees can volunteer up to four hours per month with the local non-profit and community organizations of their choice.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
We support employee growth through paid continuing education opportunities, career advancement and job transfers from within.
Tuition Reimbursement
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