What are the responsibilities and job description for the Senior Manager of Client Success position at GoCo?
Notice to Applicants: We value your privacy and security. At GoCo, we do not request any Personally Identifiable Information (PII), such as Social Security numbers or bank details, during our application process. Applicants are encouraged to apply directly from our certified, secured careers page: https://www.goco.io/careers#open-positions.
Our mission at GoCo is to help small businesses spend less time on manual, HR tasks, so they can focus on growing happier, more productive teams. Backed by notable investors such as Salesforce Ventures and named one of the best places to work in Houston, we’re a close-knit team driven by honesty, hard work, fun and creativity. At GoCo every team member has a big impact on our business, and on the world!
About this role:
As a CSM Manager, you’ll lead a team of CSMs to drive customer retention, Net Revenue Retention (NRR), and account growth while ensuring a seamless client experience. You’ll be responsible for coaching and developing your team, optimizing customer success strategies, and collaborating across departments to improve customer satisfaction and business outcomes. Acting as a strategic partner for high-value accounts, you’ll proactively identify risks, mitigate churn, and champion expansion opportunities.
What will I be doing?
As the Manager of Client Success Managers, your leadership will be pivotal in shaping a client-centric culture, driving client satisfaction, and achieving business growth. Your ability to inspire and guide your team, along with your strategic and operational expertise, will ensure our clients' ongoing success and loyalty. You will be responsible for developing world class CSMs. This includes skill development, defining clear success metrics, implementing targeted improvement plans, and 1:1 coaching to enhance performance, leading to measurable improvements in NRR.
People Management, Leadership & Team Development
- Lead, mentor, and develop a high-performing team that exceeds customer success goals
- Foster continuous learning through coaching, training, and feedback
- Balance team member growth with company objectives, ensuring alignment
- Address performance challenges through constructive feedback, development plans, and continuous coaching
- Ensure that team members have the tools, resources, and support they need to excel
- Keep the team motivated and engaged, especially during challenges
Driving 100% NRR (Reducing Churn, Increasing Retention, Maximizing Expansions)
- Reduce churn and increase retention through proactive engagement & risk identification
- Drive NRR growth by identifying expansion & renewal opportunities
- Oversee the renewal process to ensure satisfaction and prevent churn
- Translate customer satisfaction insights into actionable strategies to boost loyalty and lifetime value
- Initiate manager intervention to address escalations, protect customer relationships, and reduce risks
Vision & Cultural Fit / Cross-Functional Collaboration
- Align team objectives with the company’s vision to drive business strategy
- Foster cross-functional collaboration with Sales, Marketing, and Product to enhance the customer experience
- Ensure clear communication between teams to align customer goals with company offerings
- Advocate for customer success in leadership discussions and strategic planning
- Lead by example, reinforcing company culture, values, and a collaborative team environment
- Resolve conflicts within the team and across departments to achieve positive outcomes
Necessary Skills & Experience
- 5 years in a leadership role, with a proven track record of NRR success
- 7 years in Customer Success, Account Management, or Client Services
- Experience in SaaS or HR Tech preferred
- Strong coaching, team development, and cross-functional collaboration skills
- A data-driven approach to customer success metrics and strategy
- Demonstrate knowledge of world class CSM best practices in SaaS industry
Benefits and Perks
- Insurance benefits, including Health, Dental, Vision, HSA, Life Insurance, and more
- Equity/Stock options
- Flexible paid time off
- Paid parental leave
More reading, for your leisure
A normal work day at GoCo hardly feels like work at all. We love to push the limits utilizing the latest modern tech and take pride in delivering to our users a platform that is delightful, intuitive and beautiful. Personal learning and growth is also a key ingredient to GoCo’s culture. Managers act as mentors helping guide each team member in achieving their goals. If you’re a passionate, hard-working person wanting to make a big impact in their workplace, then we’d be delighted to work with you!
You can learn more about our culture, mission, and perks here: https://www.goco.io/careers/
If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience.
