Senior Manager, Customer Success

Senior Manager, Customer Success
Field Nation , Bangladesh

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Nov 12, 2021
Last Date
Feb 12, 2022
Location(s)

Job Description

The Senior Manager of Customer Success leads the strategy and execution for our Customer Success team to ensure the successful adoption, maturity, and retention of our customers. This position manages a team of Customer Success professionals with a focus on engaging customers at all levels of our product through trusted advisor relationships. By working closely with cross functional teams, this position influences the direction of our product, our processes, and our customers’ needs. This position offers the opportunity to be in a fast-paced, high growth environment where new ideas are encouraged and collaboration is a must. This position reports to the VP of Customer Experience and Operations. It can be located in Minneapolis but has the possibility of being remote.What you'll do:
  • Lead a high-performance customer success team to meet and exceed targeted customer retention, growth, and customer satisfaction goals
  • Promote the team’s personal development and recommend training to develop relevant knowledge and skills
  • Build a team that wins, has fun, and lives Field Nation values
  • Develop, implement, and iterate on a customer success strategy
  • Identify customer needs and collaborate cross functionally with internal teams to ensure customer success with special emphasis on adoption, expansion, and retention
  • Monitor and identify adoption, maturity, and retention trends for the team and customers to inform customer and business strategy
  • Prioritize where we invest our resources and efforts with customers
  • Manage the team to conduct periodic customer health-checks and review customer health scores with an emphasis on customers’ success with Field Nation
  • Provide operational oversight of the business to drive the team towards key performance metrics
  • This position may include up to 25% travel
What you’ll need:
  • 5+ years managing customer focused direct reports, or related business experience, preferably within a SaaS organization
  • Excellent communication skills both with customers and within an organization
  • Strong track record of identifying customer needs and successfully implementing long-term software solutions
  • Strong track record of defining and executing against key performance indicators
  • Ability to build trust and rapport with a customer success team
  • Ability to challenge team members and be challenged to achieve team goals
  • Proven success in building cross-functional relationships
  • Proactive interest to increase customer satisfaction and deepen customer relationships
  • Proactive interest to increase customer satisfaction and deepen customer relationshipsComfortable and willing to be a hands-on contributor, on-site with customers
Why Field NationAt Field Nation, we are breaking the barriers to work and enabling the gig economy. We’re a tech company that offers a web-based marketplace solution for buyers and sellers of contract services to simply connect, work, and manage their business. We look for collaborators, innovators, and problem solvers to join us in our common purpose of changing the way work gets done. We've been named a Top Workplace by the Star Tribune each year since 2017and we were named a Best Place to Work by the Minneapolis/St Paul Business Journal in 2021. We look to hire extraordinary people and provide them extraordinary benefits.
A snapshot of our perks and benefits for full-time employees:- Unlimited/Flexible paid time off- Annual vacation bonus yes, we’ll pay you a bonus to take paid time off!- Individualized growth and development plans to help you develop a deeper skillset and wider responsibility in your career- Exposure to and experience with cutting edge technologies to solve meaningful problems in an entrepreneurial, scaling startup environment- Company paid short-term and long-term disability and life insurance- Medical, dental, and vision benefits with HSA option (to include a competitive employer contribution)- Paid parental leave pay available- Great work/life balance with a flexible, come-as-you-are environment- Competitive 401k employer match and vesting schedule- Free gym membership in our building’s new facility- Open office space with tons of natural light in beautiful downtown Minneapolis, connected to the Minneapolis skyway system, close to public transportation hubs, and many popular food options
We require candidates to complete a criminal background check at the offer stage of our interview process.

Job Specification

Field Nation

Information Technology and Services - Dhaka, Bangladesh