Manager, Customer Success

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What we're looking for:

Modernize is seeking a dynamic and passionate Customer Success Leader to oversee the Regional Customer Success team. The primary goal of the role is to increase the lifetime value of our customers through outstanding customer service and value from initial onboarding and ongoing client support.

What you'll do:

  • Lead and manage a team of approx. 6-8+ Customer Success Managers, who currently manages 30%+ of the company’s revenue.

  • Help the team achieve its strategic goal of increasing lifetime value, retention, and growth of Regional customers.

  • Hold regular meetings (daily standups, 1 on 1’s, etc.) with the team to discuss employee metrics & performance, review customer performance and metrics, discuss account tactics & strategy, rollout process improvements, and call coaching.

  • Use your knowledge of business, leadership, customer success experience, and account management to develop and strengthen the skills of each employee.

  • Handle client escalations as needed by working with the team to develop consultative, data-based approaches to problems.

  • Create, analyze, and interpret reports using sophisticated business intelligence tools to provide feedback and optimize team and client performance.

  • Using your ability to engage in and handle difficult conversations, you will help turn emotional issues into business discussions that focus on performance and ROI.

  • Understand customer business models and consult with the team on how to grow their businesses with our marketing products. Learn the internal workings of their sales and installation teams, the software tools they use, and how they measure their data. Promote our best practices approach to enable them to grow their business.

  • Participate in regular strategy sessions with the team to brainstorm ways to grow accounts. Discuss creation of new business intelligence reports, engineering solutions, and product enhancements to increase client satisfaction and lifetime spend.

Who you are:

  • Thrive in a fast-paced, data-driven, entrepreneurial culture where things can change quickly

  • Have a passion for developing people and processes

  • Self-driven and results-orientated with a positive outlook

  • Interpersonal communication guru - Excellent written/verbal communication and customer relationship skills. Someone how knows how to have difficult conversations.

  • Trustworthy - ability to manage sensitive customer information

What you'll need:

  • 3+ years of demonstrated experience leading high-performing teams

  • Sales and/or Account Management experience

  • Experience with Salesforce, Tableau, QlikView and/or other reporting tools is a plus

  • Bachelor's Degree and/or equivalent experience

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Location

We are located in the heart of downtown Austin, right up the street from the capital with a rooftop patio overlooking Congress Ave.

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