What are the responsibilities and job description for the Manager of Customer Success position at Tekmetric?
What You’ll Do
As the Manager of Customer Success, you will help build and lead a team of Customer Success Managers. Your team will be responsible for ensuring all of Tekmetric’s customers receive consistent and stellar experience with our product and services.
- Directly mentor, support, and oversee a team of Customer Success Managers.
- Own and be measured on the team-based metrics.
- Help develop the tooling and processes required to scale the team and ensure they are set up for success.
- Partner with all customer facing teams to ensure the customer journey is seamless.
- Working closely with Engineering, Product, and Design teams to ensure customer issues are brought to the forefront to help build the best possible product for our customers.
- Define and refine on performance measurement systems.
- Help attract, recruit, and develop the best Customer Success Managers in the world.
What You’ll Bring
- 3-5 Years of B2B Customer Success Experience
- 2-4 Years experience managing a team (people management skills)
- Bachelor's Degree Preferred
- Passionate about working with customers to ensure they achieve their goals.
- Experienced managing a team measured on a performance quota.
- Familiar with Voice of the Customer programs and methodologies.
- Experience developing customer health scorecards.
- Experience with developing Customer Success Plans
- Strong technical roots - you have a clear understanding of how the systems you oversee work and are able to participate in technical conversations with other stakeholders.
- You are a relationship and business builder and have a proven track record of doing this with external and internal parties.
- You are dynamic - at Tekmetric, no two days are the same. You should feel comfortable leading high-level strategic initiatives one day and rolling up your sleeves and getting into the weeds with the team the next day.
- Ready to inspire - Tekmetric's customer success approach is revolutionary and is changing the way we engage with our customers.
- Experience with Gainsight, Totango, or ChurnZero a plus