As the Manager of Customer Success at Castles Technology, you will build, lead, and manage our customer success team to ensure the satisfaction, retention, and growth of our customer base. You will play a critical role in driving customer satisfaction, loyalty, and advocacy by building productive relationships with key stakeholders and ensuring that our customers derive maximum value from our products or services.

Key Responsibilities:

Leadership and Team Management:

• Lead, mentor, and develop a team of customer success managers, ensuring alignment with company goals and objectives.
• Provide coaching, guidance, and support to help team members achieve their targets and deliver exceptional service to our customers.

Customer Relationship Management:

• Build and maintain strong relationships with key customers, acting as their advocate within the organization and ensuring their needs are met.
• Proactively engage with customers to understand their business goals, challenges, and opportunities and provide strategic guidance to drive mutual success.

Customer Onboarding:

• Oversee the onboarding process for new customers, ensuring a smooth transition from sales to implementation and driving rapid time-to-value.

Customer Retention and Growth:

• Develop and execute strategies to drive customer retention and expansion, identifying opportunities for upselling and cross-selling and collaborating with sales team members.
• Monitor customer health metrics, identify at-risk customers, and implement proactive interventions to mitigate churn and drive customer success.

Collaboration and Cross-Functional Alignment:

• Collaborate closely with sales, product, and operation teams to ensure a seamless customer experience and alignment of customer success initiatives with overall company objectives.
• Provide valuable insights and feedback to internal teams based on customer interactions and feedback to drive product improvements and enhancements.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field
• Ten plus years of experience in customer success, account management, or related roles, with prior leadership or management capacity.
• A strategic mindset, with the ability to think analytically, identify opportunities, and develop data-driven strategies to achieve business objectives.
• Proven track record of driving customer success and retention
• Strong leadership and team management skills, with the ability to inspire, motivate, and develop a high-performing team.
• Excellent communication, interpersonal, and relationship-building skills, with the ability to interact effectively with customers and internal stakeholders at all levels.
• Experience strategically utilizing CRM, and other relevant tools and technologies.
• Prior experience in payments or other transferable industry is preferred.
• This is a newly created position, so the incumbent should be able to build and create a high-performing, high-morale team.