Manager, Customer Success
BetterCloud is the first SaaS Operations Management Platform, empowering IT to define, remediate, and enforce management and security policies for SaaS applications. Over 2,500 customers in 60+ countries rely on BetterCloud for continuous event monitoring, quickly remediating threats, and fully automating policy enforcement.
We’re currently hiring a Manager, Customer Success to help drive adoption, retention, and advocacy across the Corporate Book of Business to ensure our customers are getting a positive return on their investment and will continue investing in BetterCloud. In this role you will directly manage a team of Corporate Customer Success Managers (currently 4 individual contributors in NYC and actively hiring in 2019) You will coach, develop, and drive performance of the team.
Our ideal candidate will be comfortable acting as a player-coach with the ability to roll up their sleeves to ensure best in class client experience and satisfaction.
- 3+ years of management/technology consulting, agency, or Customer Success Management experience in experimentation
- 2+ years of leadership and people management experience
- Ability to travel 10% of the time
- Proven track record leading a successful CSM team in a growth-oriented environment
- A strategic leader who is also fearless about execution and not afraid to dig into the details with the front-line team
- An empathic leader with a desire to build a world-class CSM organization within the constraints of a responsibly managed business
- Strong perspective rooted in past experience, paired with the willingness to listen carefully, explore new ideas, and coach
- Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it
- Experience building and retaining best in class talent
- Provide leadership sponsorship for all customer accounts and serve as the first point of escalation for the team
- Assess, prioritize, and innovate new programs to ensure our customers are adopting the BetterCloud platform
- Partner with stakeholders (sales, people operations, customer operations, marketing, services, education, support, etc.) to deliver on a seamless customer experience
- Make timely decisions and implement strategies to drive customer success
- Empowered to take accountability for team and team’s results
- Partner with the CSM leadership team to develop team processes and procedures
- Build strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support to drive a seamless customer experience
Compensation | Benefits:
- Competitive salary
- Full benefits package
- Stock Options
- Career growth working closely with VP of Customer Success
BetterCloud is an Equal Opportunity Employer, including disabled and vets.