Experienced Senior Manager, Customer Success – Enterprise Customer Growth and Retention

At careerzynith, we're revolutionizing the restaurant industry with our cutting-edge, cloud-based platform that provides a unique, centralized solution for accounting and back-office operations. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're and always will be "Best in Class" – and we want that for you too!

• *Job Summary:**

We're seeking an experienced Senior Manager, Customer Success to lead our Enterprise Customer Success team. As a key member of our careerzynith team, you'll be responsible for overseeing and mentoring a team of Customer Success Managers, driving customer retention, adoption, and growth, and collaborating with cross-functional teams to ensure customer success. If you're a seasoned customer success professional with a passion for driving business growth and delivering exceptional customer experiences, we want to hear from you!

• *Key Responsibilities:**

• Lead, mentor, and develop a team of Customer Success Managers, setting team goals, tracking performance, and providing regular feedback
• Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users
• Develop and implement customer success strategies to drive adoption, retention, and growth
• Monitor key customer success metrics and identify areas for improvement
• Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions
• Ensure timely and effective delivery of customer success programs and initiatives
• Manage customer success processes and tools
• Identify and implement process improvements to enhance customer experience
• Contribute to the development of overall customer success strategy and roadmap
• Analyze customer data and insights to identify trends and opportunities
• Advocate for customer needs and feedback within the organization

• *How You'll Add Value:**

• Hire, guide, and develop a team of Customer Success Managers as well as leaders/managers
• Motivate and lead team to achieve OKRs and deliver world-class Gross Net Retention results for Enterprise Customer Segment
• Manage customer retention, churn, and key metrics such as customer health and NPS
• Hold CSMs accountable for team KPIs and company OKRs
• Assist with User Groups, Webinars, and User Forums
• Identify opportunities for Professional Services offered by careerzynith
• Manage credits requests and resolve escalated issues
• Manage customer programs and outreach initiatives
• Manage team expense reports and time off requests
• Provide industry, accounting, and solution expertise to the entire organization

• *What You'll Need to Be Successful in This Role:**

• Bachelor's degree or equivalent; Master's degree or relevant certification a plus
• 10+ years in a customer-facing role in customer success, account management, or related roles
• Proven track record as a Senior Manager of Customer Success Managers
• Experience supporting and maintaining Enterprise customers in a SaaS platform
• Ability to travel 25%
• Knowledgeable in all areas of a scalable, delightful customer journey
• Strong understanding of all platforms and tools used by the team and can explain them for best practice use
• Very organized, detail-oriented, and analytical
• Collaborative and flexible working style
• Ability to teach and coach effectively
• Efficient and timely with deadlines and deliverables
• Strong organization and time-management skills
• Ability to work independently without supervision
• Salesforce experience

• *Preferred Qualifications:**

• Previous Gainsight experience or other customer success management platform
• Previous Monday.com experience or other project management software

• *careerzynith Team Member Benefits & Compensation:**

• Salary range: $145,000 - $174,000
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

• *About careerzynith:**

careerzynith is an equal opportunity employer. We're committed to creating a diverse and inclusive work environment that fosters growth, innovation, and exceptional customer experiences. If you're passionate about customer success and driving business growth, we want to hear from you!

• *How to Apply:**

If you're ready to join a dynamic team that's revolutionizing the restaurant industry, click the link below to apply for this exciting opportunity!

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