About the Role
Our team is expanding, and we are looking for a Manager, Client Success to lead our dedicated Client Success team. Reporting to the Vice President of Client Success, you will play a pivotal role in driving client goals, product utilization, and retention efforts. This position requires effective management of a team of 5-8 Client Success Managers while overseeing strategic initiatives to meet our departmental and organizational objectives. You will collaborate cross-functionally within the organization to ensure sustained growth for both existing and prospective clients.
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Key Responsibilities
- Collaborate with the Vice President, Client Success to lead and mentor the Client Success team, ensuring a focus on objectives and results.
- Oversee client retention processes with continuous coaching for Client Success Managers.
- Manage the renewal of customer service contracts through oversight of renewal quotes and ensure successful follow-through by the Client Success team.
- Apply sales methodologies to actively identify and close opportunities for account expansion to increase revenue from existing accounts.
- Identify developmental areas for the Client Success Managers to maintain a world-class team.
- Coach and mentor Client Success Managers in the successful development of strategic customer account plans.
- Ensure Client Success Managers are well-versed in the company products for expertise in all offerings.
- Support Client Success Managers in addressing internal and external concerns to maintain customer satisfaction.
- Facilitate feedback from Client Success Managers to product management regarding trends that could impact customer retention or satisfaction.
- Report on KPIs to Management on a regular basis.
- Monitor the team’s work schedules to align with deployment demands both locally and internationally, recommending necessary adjustments.
- Assist in documenting procedures and establishing comprehensive training programs.
- Actively seek improvements in process efficiencies and effectiveness.
- Perform other assigned duties as necessary.
About You
- Post-secondary education or equivalent certification in a business-related field is an asset.
- Minimum of 2 years of experience leading a customer-facing support team.
- Proven success in energizing a team to meet targets.
- Ability to navigate results-driven environments effectively.
- Proficient in identifying significant metrics for reporting and analyzing operational issues.
- Excellent verbal and written communication skills, with strong interpersonal abilities.
Total Rewards
Our Total Rewards offerings encompass much more than just a job—they offer a career with purpose. Designed to support the diverse needs of our global workforce, benefits may vary based on employment type and location:
- Competitive base salary and annual compensation review.
- Comprehensive health and dental benefits.*
- Mental health and wellness support.
- Flexible work arrangements and hybrid work model for eligible positions.
- Paid vacation, personal, and sick days.*
- Professional development opportunities.
- Education funding.
- A collaborative, inclusive, and mission-driven culture.
- Exclusive access to perks and discounts.
- A flexible ‘Dress for Your Day’ environment.
*Eligibility and coverage vary by employment type and region.
Diversity, Equity & Inclusion
We are powered by the diversity of our talented employees and are proud to be an equal opportunity employer. We embrace all applicants regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, or sexual orientation. We encourage all individuals to apply for positions that fit their passions.
If you require accommodation during the recruitment process, please reach out to ensure a fair and accessible experience for all candidates.
Join Us
If you are driven by technology, safety, and making a meaningful impact, we would love to hear from you. Apply today and help us create a safer, more connected world.
