About the Role

The Manager of Programs, Customer Success will play a pivotal role in driving customer satisfaction, retention, and expansion. They will lead a team of Customer Success Managers who are responsible for ensuring the successful adoption and ongoing utilization of Steer. The ideal candidate is a strategic thinker with a passion for small business, has an ability to use both people and technology to drive customer communication, and has a track record of driving results.

You Will

• Team Leadership: Manage, coach, and mentor a team of Customer Success Managers to ensure they are equipped with the tools, resources, and guidance needed to succeed.
• Customer Engagement: Collaborate closely with the Customer Success team to develop and execute scalable strategies for engaging with customers, ensuring their needs are met and their expectations are exceeded.
• Retention and Expansion: Own retention and expansion metrics, developing and implementing strategies to drive customer growth and minimize churn.
• NPS Scores: Monitor and analyze Net Promoter Scores (NPS) and customer feedback to identify trends, insights, and opportunities for improvement.
• Cross-functional Collaboration: Work closely with Sales, Product, and Marketing teams to ensure alignment on customer needs, feedback, and priorities.
• Process Optimization: Continuously optimize and improve processes related to customer onboarding, support, and success to enhance efficiency and effectiveness.
• Customer Advocacy: Champion the voice of the customer internally, advocating for their needs and priorities across the organization.
• Performance Tracking: Establish key performance indicators (KPIs) and metrics to measure the effectiveness of the Customer Success team, regularly reporting on progress and identifying areas for improvement.

You Have

Must Have:

• Experience working in a b2b Customer Success role
• Experience leading change management activities
• Experience exceeding both gross and net revenue targets
• 2 years of managing individual contributors
• Strong perspective on digital customer success strategies
• Proven track record of driving customer satisfaction, retention, and expansion.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication, presentation, and interpersonal skills.
• Customer-centric mindset with a passion for delivering exceptional customer experiences.

Nice to Have:

• Experience working with SaaS or technology products/services

Interview Process

1. Initial Screen
2. Hiring Manager Interview
3. 1) Executive Interview
   2) Topgrading Interview 
4. Case Study Presentation
5. Reference Checks

We Offer

• 100% remote
• 100% employer paid medical insurance
• Flexible PTO with 15 days minimum
• Generous Parental Leave
• 401k
• Learning Stipend
• WFH Equipment
• Chance to work with the latest technology
• A collaborative and innovative work culture
• Opportunities for career growth and development