Senior Manager, Customer Success

The mission of the Community Operations team is to provide reliable and effective community-centric support to our stakeholders, creating opportunities for connection and building the most engaged community. As a Senior Manager of Customer Success within our Community Operations team, your role will range from leading the creation and expansion of a customer success team for our segment  of self-serve partners, to structuring a robust operation geared to supporting and expanding our Partner relationships. You will partner closely with leaders across Operations, Product and Marketing to help drive Partner retention and revenue. This role will report to the VP of Community Operations, and will partner closely with the Director of Community Operations. 

The Senior Manager of Customer Success (Self-serve Partners) plays a pivotal role in overseeing self -serve customer satisfaction, retention, and growth. This position is responsible for developing and executing customer-centric strategies at scale that drive revenue and fuel long-term Partner relationships. 

It requires a deep understanding of the Partner's needs, the company's goals, and the ability to bridge the two. The Customer Success Manager works closely with cross-functional teams to ensure seamless interactions and unparalleled support for our self-serve Partners, acting as the driving force behind customer retention and expansion. This role demands strategic thinking, leadership, data analysis skills and collaboration.

What You'll Do:

• Lead and develop the self-serve customer success team, building the team for scalability and sustained growth.
• Improve self-serve Partner retention and engagement through the implementation of customer success motions.
• Set measurable KPIs for customer retention, satisfaction, and growth, and manage retention metrics, CLV, and revenue drivers.
• Create an optimized, data-led model of the customer journey, ensuring alignment among all internal stakeholders.
• Increase product adoption, customer loyalty, retention, and satisfaction while implementing churn reduction tactics.
• Create long-term plans for scaling customer success operations and identify opportunities for revenue growth.
• Hire, train, and manage a team of off-shore customer success agents to meet KPIs, defining roles and responsibilities.
• Implement performance management systems to track team performance and goal achievement.
• Implement proactive outreach programs to identify and address customer needs at scale.
• Lead relationship management across the CS team, supporting team members in maintaining and improving customer relationships.
• Collaborate with product and marketing teams to incorporate customer feedback and drive product development.
• Track and analyze customer health metrics and generate insights from customer usage data.
• Prepare executive reports on customer success performance and growth opportunities.
• Add value to the customer success team by actively participating in customer discussions, resolving tickets and implementing consistent policies and procedures within the team.

What we’re looking for:

• Minimum 8 years of experience in Customer Success roles, preferably in a market place or tech environment, with strong familiarity with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms. An MBA or related graduate or post-graduate degree is preferred.
• Strong data and analytics skills, including fluency in Excel/Google Sheets, SQL and BI data visualization tools. Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
•  Experience leading teams of 10 people, with the ability to manage and motivate team members to achieve their goals and develop their skills. Experience managing outsourced BPO relationships, offshore / nearshore scaled sales operations, remote and distributed teams across different locations and time zones.
• Strategic thinker who is able to zoom out to the big picture while also understanding the nitty gritty of execution, set key business goals and milestones, and then work relentlessly to realize that strategy.
• Strong cross-functional and executive communication skills, including a proven ability to influence without authority and build strong working relationships with business partners

Instawork Values

• Bias for Action -- We are a growing team and an evolving product. We want a team of do’ers to drive the company forward, even if it means making decisions with incomplete information or being wrong.
• Act Like an Owner -- Treat this company as though it is your own. Execute on the fundamentals, and act creatively to drive growth. Your ability to drive impact in any part of our company is only limited by your courage and conviction, not your job title.
• Always Be Learning -- We are changing an entire industry. We strive to learn from each other and get better each day, week, and month, so that our team’s learnings can compound and we can all improve, together.
• Empathy, Trust, Candor -- Empathy for our business partners and professionals means we put ourselves in their shoes. Empathy for our colleagues means we are always upfront and honest with each other, which comes from trust.