Customer Success Team Manager

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We are looking for an experienced Team Manager to lead, inspire, and guide our AppleCare Customer Success (CS) team in delivering exceptional service and driving customer satisfaction. The role involves overseeing a team of Customer Success Managers (CSMs), ensuring our clients receive maximum value from our AppleCare enterprise products, and fostering long-term relationships. You will be responsible for developing team members, improving customer outcomes, and working closely with sales to support customer retention and growth. If you're a strategic leader with a passion for customer success, we want to hear from you!

Description

As the CS Team Manager, you will be responsible for the overall performance and success of a team dedicated to customer engagement and retention. Your primary goal will be to lead your team in ensuring customers are achieving the full value of our AppleCare product offerings. You will implement processes, oversee daily activities, and ensure that key performance indicators (KPIs) are met.

TEAM LEADERSHIP & DEVELOPMENT:

1. Lead, mentor, and support a growing team of CSMs, setting clear goals and expectations.
2. Conduct regular one-on-one meetings, performance reviews, and mentoring to promote professional growth and improve team performance.
3. Understand career development using competency based language.
4. Foster a positive, collaborative culture where team members are empowered and motivated to succeed.

CUSTOMER SUCCESS STRATEGY & EXECUTION:

1. Ensure that customers are onboarded effectively, adopt our solutions successfully, and realise long-term value from our products.
2. Build positive relationships with key customer partners (sales, field service, business support), acting as a trusted adviser and maintaining a high level of customer happiness.
3. Identify and mitigate risks that could lead to customer churn, proactively addressing issues before they intensify.
4. Develop tailored strategies for different customer segments to enhance engagement, retention, and overall satisfaction.

OPERATIONAL OVERSIGHT:

1. Monitor and report on customer success metrics and analyze trends to identify areas of improvement.
2. Ensure the team is using tools and resources effectively to manage customer relationships, such as CRM software and customer success platforms.
3. Collaborate with sales, marketing, and product teams to ensure alignment on customer needs, feedback, and opportunities for upsell or cross-sell.
4. Work with other teams to ensure they feel empowered to accurately reflect how Customer Success Management delivers across the total sales cycle.

CROSS-FUNCTIONAL COLLABORATION & ADVOCACY:

1. Serve as the voice of the customer within the company, relaying feedback and insights to improve product offerings and customer experience.
2. Work closely with other departments to ensure smooth handoffs and escalations, and ensure that customer concerns are addressed quickly and efficiently.
3. Support projects and CSM programs to help promote the success of our Customer Success Managers.

Minimum Qualifications

• 5+ years in customer success, account management, or a similar customer-facing role, with at least 2 years in a leadership or team management capacity.
• Proven experience in leading and developing high-performing teams in a customer-centric environment, ideally in tech-related industries.
• Strong understanding of customer success metrics and KPIs (e.g., customer retention, CSAT).
• Demonstrated ability to identify customer pain points and create effective solutions, leading to increased satisfaction and retention.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with executives, senior managers, and customers at all levels.
• Strong problem-solving, negotiation, and conflict resolution skills.

Preferred Qualifications

• Familiarity with business tools (Salesforce, Tableau, Excel etc.)
• Ability to interpret customer data, use reporting tools to analyse success metrics, and adapt strategies based on insights.
• Bachelor's degree in Business, Marketing, Communications, or comparable relevant work experience.
• Relevant certifications in customer success management (e.g., Certified Customer Success Manager, SaaS-specific certifications) are a plus.