Manager, Customer Success

| Austin

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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

804 Congress Ave, Austin, TX 78701
804 Congress Ave, Austin, TX 78701

Insider's spotlight

How would you describe the company’s work-life balance?

Work Hard. Play Harder.

Christina Wells

Director of People Operations

How do you make yourself accessible to the rest of the team?

I foster an open environment where both problems and solutions can be openly discussed. I embrace a management philosophy called Radical Candor which encourages the team to care personally and challenge directly. By putting Radical Candor at the forefront of our team culture, we bypass non-productive behavior while focusing on growing Modernize.

Alan Godfrey

EVP Corporate Development/Customer Success

What’s the vibe like in the office?

The vibe in the office is exuding positive, motivating energy, which is one of our core values. As soon as you come into the office you can see team members interacting with each other whether it's congratulating them on a sale or problem solving on a specific issue. Modernize is the very definition of work hard, play hard and we love it!

Cleasy Schlueter

Events and Operations Coordinator

What are Modernize Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Flexible Open PTO. FREE Food!. Kegs on Every Floor. Weekly Catered Lunch. Flexible Hours. Company. Outings & Family Events. Full Shower Facilities. Career Development Focused.

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