Customer Success Team Manager

Company Description:

Rewst is a tool designed for Managed Service Providers (MSPs) to streamline and automate their processes, saving valuable time and effort. Our platform helps MSPs achieve big automation wins, resulting in increased productivity and efficiency. We value the flexibility of remote work and enjoy opportunities to collaborate in person on occasion.

As a Customer Success Team Manager, you will play a vital role in driving customer satisfaction and ensuring the success and retention of our clients. You will be responsible for managing the day-to-day activities of a geographically distributed Customer Success team, building strong relationships with customers, understanding their needs, and proactively supporting them throughout their journey with our product. This role reports to the Director of Customer Success and involves a balance of customer support (50%) and team management (50%).

Responsibilities

• Customer Success (50%)
• Develop and maintain strong relationships with a portfolio of assigned customers, serving as the primary point of contact for their success-related needs by understanding customer goals, objectives, and desired outcomes to align with our products and services, ensuring maximum value realization.
• Actively engage with customers through regular communication, including onboarding, check-ins, and business reviews, to understand their challenges, provide solutions, and maximize client retention.
• Serve as a customer advocate within the company, working closely with cross-functional teams (sales, product, and support) to resolve customer issues and address their needs effectively.
• Identify expansion opportunities within the customer base by understanding their business requirements and promoting relevant product offerings.
• Monitor customer health metrics, usage patterns, and customer feedback to proactively identify areas for improvement and address any potential risks or concerns.
• Provide product training and support to customers, ensuring they have the knowledge and resources to fully utilize our solutions.
• Stay up to date with industry trends, best practices, and new product features to effectively consult and educate customers on maximizing their ROI.
• Team Management (50%)
• Oversee and support a team of assigned Customer Success team members, ensuring they have the necessary tools, knowledge, and guidance to succeed. Team members may be in different time zones and managerial tasks should reasonably accommodate the employee's working hours.
• Establish and monitor key performance indicators (KPIs) related to customer success. Make recommendations and report findings to company leadership in a timely manner.
• Conduct regular team meetings and one-on-one sessions to provide feedback, set goals, and discuss professional development.
• Assist with the recruitment, onboarding, and training of new team members.
• Foster a collaborative and positive team environment, encouraging knowledge sharing and continuous improvement.
• Collaborate with colleagues to develop and implement customer success strategies, processes, and resources.
• Analyze team performance metrics and customer feedback to identify areas for improvement and implement corrective actions.
• Manage mediation between businesses and assist with product development based on customer feedback.
• Host product demonstrations and provide support for complex customer inquiries and escalations.
• Be available for meetings with escalated customers. These meetings could occur outside of normal business hours depending on customer location.
  
  

Requirements

• Bachelor's degree in business administration, computer science, or a related field. Relevant work experience will also be considered.
• Proven experience in a customer-facing role, such as customer success, account management, or consulting, preferably within a technology or SaaS company.
• Experience in a leadership or managerial role, overseeing a team.
• Excellent int erpersonal and communication skills, with the ability to build rapport and trust with diverse customer stakeholders.
• Strong problem-solving and critical-thinking abilities, with the capacity to analyze complex situations and provide creative solutions.
• Results-oriented mindset with a focus on driving customer satisfaction and achieving business goals.
• Technical aptitude and the ability to quickly learn and understand complex software applications.
• Self-motivated and proactive, with the ability to work independently and as part of a team in a fast-paced, startup environment.
• Strong organizational and project management skills, with the ability to prioritize and manage multiple customer accounts and team responsibilities simultaneously.
• Familiarity with customer success platforms, CRM systems, and other relevant tools is a plus.
• A passion for technology and a desire to stay abreast of industry trends and advancements.
  
  

Why Join Us:

• Opportunity to make a significant impact in a fast-growing startup environment
• Collaborative and inclusive culture that values creativity, diversity, and innovation
• Competitive compensation package, including equity options and benefits
• Flexible work arrangements and a supportive work-life balance
  
  

Compensation Range: $115K - $125K