Job Description
About the Role
We are looking for a highly motivated Customer Success leader with a growth mindset to help lead and coach a new generation of managers and CSMs supporting our Strategic segment with our highest value customers. You will help improve every facet of the team: coaching to up-level customer engagements, create and refine team- and company-wide processes, spearheading growth initiatives, and driving retention and account health. You will work cross-functionally with Sales, Product, Design, Engineering, and Marketing to make sure we are doing everything possible to retain and grow some of our largest customer relationships as we transform into a multi-product company in 2025. Ultimately, you and your team will be responsible for driving consultative experiences, partnerships, and product health for Attentive’s top Strategic customers in order to reduce churn and contribute to expansion growth. It is a unique opportunity to get a seat at the leadership table of one of NY’s fastest-growing companies.
What You'll Accomplish
Lead and scale a team of 15 CSMs and managers who support our Strategic customer segmentManage, hire, and develop a team of Customer Success Managers who have deep industry experience with the aim of maximizing customer retention and happiness in our Strategic segmentPartner with regional Sales, Renewals, and Professional Services leadership to deliver exceptional post-sale experience and outcomes for customersDesign and drive strategic improvements to scale processes, services, and systems to enable the team to exceed adoption, retention, and growth objectivesImplement new processes and operations vital to scaling the team and executing on resultsBe a thought leader and establish executive relationships with key customers to ensure we are multi-threadedCreate a culture of accountability and execution through data driven strategiesWork with the internal executive team (CEO, Head of Product, VPs of CS, Sales, Marketing, Design) to translate customer feedback into specific product requirementsYour Expertise
Excelled in a CS/AM role (preferably at a marketing/software company or startup)5+ years prior managerial experienceA natural leader and passionate coach who inspires his/her team to elevate performanceStrong entrepreneurial mindset: self-motivated to work independently on tight timelines to achieve ambitious goalsA growth mindset with a bias for action and openness to challenge the status quoPeople-focused leader with proven ability to build creative, collaborative teams, develop people, and link performance to overall business objectivesTeam player with track record of partnering with Sales, Renewals, Professional Services and other cross-functional stakeholders to deliver results Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands. Experience scaling teams and processesExtremely personable: excited to coach and develop employees internally and work closely with customers externallyData driven decision maker with a strong focus on executionExtremely detail oriented and organized
