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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
    • HTMLLanguages
    • CSSLanguages
    • jQueryLibraries
    • ReactLibraries
    • HadoopFrameworks
    • LaravelFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • EloquaEmail
    • MarketoLead Gen

Location

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

An Insider's view of Modernize

What's something quirky about your company?

One of our core values is "Authentic, fun, and a little weird". Our employees here at Modernize are celebrated for their diverse backgrounds and experiences that make them each uniquely valuable to our company as a whole.

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. It's an incredibly empowering environment to be in!

Cleasy Schlueter

Events and Operations Coordinator

What are Modernize Perks + Benefits

Modernize Benefits Overview

The Modernize family is aware of just how much value each of our employees brings to our company. Because of this, we want to take care of our employees in return. We offer a plethora of perks and benefits to not only ensure our employees feel taken care of but also to create a fun and dynamic work environment that keeps them excited to come to work every day!

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Catered lunches 3 times/week
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
$100 tax free monthly parking stipend
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Flexible Open PTO. FREE Food! Kegs on Every Floor. Catered Lunch 3 times/week. Flexible Hours. Company outings & Family Events. Full Shower Facilities. Career Development Focused.

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