Manager of Customer Success (Senior Manager or Director)

Title

Manager of Customer Success (Senior Manager or Director)

Reporting Line

Head of Customer Success (CCO in its absence)

Incentive Scheme

CS Incentive Scheme on designated Markets

Designated Markets

Mostly Northern Europe and APAC - only a few customers there (Designated Markets may evolve in the future, based on business needs)

What we need

We’re looking for a talented Manager of Customer Success to lead our Customer Success team in NEUR & APAC. You’ll join a dynamic and client-obsessed team which generates significant contributions to the growth of YOOBIC. The Customer Success Manager (CSM) group is responsible for supporting the client’s adoption and continued success with YOOBIC Solutions, the overall goal being to maximize business value and lead to renewal and growth of the book of business.

You will be responsible for leading, mentoring and supporting the Customer Success team, as they take ownership of YOOBIC's relationship with the client business process owner, providing counsel and guidance aimed at ensuring their successful experience with YOOBIC. You will act as senior CSM for business-critical and complex clients where deemed necessary or as an escalation point. You will also serve as an internal advocate for your CSMs, helping them to drive support and change when necessary to help the client achieve their business objectives.

What you’ll do (Long version)

1. Build, scale and manage a world-class Customer Success Managers team in your designated Markets, with a strong focus on performance management.
2. Partner with CCO and other leaders in the organization to contribute to and leverage standards, methodologies and resources to ensure consistent world-class service and value creation to YOOBIC Clients.
3. Act as a senior point of contact and/or an escalation point with customers.
4. Partner with CCO to develop, document and implement processes and frameworks associated with Customer Success Management, and constantly evaluate performance of programs in place to look for opportunities and areas of improvement.
5. Own all aspects of the CSM program for your designated Markets (structure, organizational chart, capacity, succession plan, onboarding, OKR, etc.).
6. Responsible for their direct reports and their team members (bonus evaluation, OPR routines, career path, coaching, etc.), and to develop skills and competencies of team to ensure that the team is highly performing, engaged and successful.
7. Ensure deployment of CS activities in your designated Markets as per YOOBIC’s Client Management framework and services, and collaborate with Account Management and Customer Team leaders to ensure success of activities and collaboration.
8. Overall responsible for the retention of your and your team’s clients, to optimize and maximize usage of YOOBIC Solutions, and to maximize the value delivered by YOOBIC Solutions and deliver ROI at all levels (end users to executives).
9. Partner with Account Management leaders to identify growth opportunities and actively participate in account penetration and senior stakeholders covering.
10. Manage client escalations within your portfolio of clients and serve as a senior point of contact for clients with critical escalations, and internally.
11. Manage account staffing and resource utilization including tracking and reporting on forecasts and actuals.
12. Responsible for assessing risks, and ensure proper course of action is in place to mitigate risks.
13. Track and report key metrics and report to management as required.
14. Acts as key stakeholder for relevant cross-functional initiatives.
15. Serve as the Customer Success Manager for key clients as necessary.

What you’ll do (Short version)

1. You will be a Leader, first and foremost, and part of the Customer Success leadership team with courage and confidence to challenge the status quo; anticipate problems and mitigate risks.
2. You will have a real passion for Customers.
3. Take a proactive approach to client issue resolution and risk management in general.
4. You will be obsessive about building and maintaining exceptional behaviours and driving accountability for actions and outcomes.
5. You will have a clear view and experience of how a CS group needs to be built to a world-class standard.
6. Lead an existing team of 4 customer success managers with plans to grow.
7. Identify opportunities for improvement for both the team structure and individuals, with a key focus on talent development.
8. Identify potential challenges to continuously enhance business and operational efficiency.
9. ... and being the amazing candidate you are, you will be willing to take on additional responsibilities as needed!

What you have

1. Strong experience of leading a customer success team within a SaaS based software organisation, ideally with enterprise or strategic customers.
2. Strong analytical skills (data analysis, reports, KPIs/metrics, etc.).
3. Experience of mentoring and developing individuals.
4. Client-facing and people oriented by nature.
5. Proactive, “get things done” attitude.
6. Able to be both strategic (long term) and tactical (hands on).
7. Able to learn fast, solve problems and manage escalations effectively.
8. Resourceful nature, with excellent interpersonal and communication skills.
9. Ability to adapt and to work within an international environment.
10. Intellectually curious, tenacious and organised.
11. Interest in start-ups and new technologies.
12. Fluent in English (Any additional language is a plus).