高级经理，客户成功 (企业)
Senior Manager, Customer Success (Enterprise)
职位概述
该职位将领导我们的美洲客户成功团队，专注于为大量客户建立可扩展且高效的参与模式。该团队将管理客户生命周期中的客户参与，从部署和采用到续约，确保客户满意度并最大化客户价值。该领导职位将在组建团队及其结构方面发挥关键作用，并与其它客户成功团队、销售、运营、市场、支持和产品管理人员密切合作。
在加拿大，该职位的基准薪资范围为98,400至164,000美元。除基准薪资外，我们还提供包括奖金资格和全面福利包在内的额外补偿。候选人在该薪资范围内的具体薪酬将根据多种因素确定，包括与工作相关的技能、培训、地点、经验、相关教育、认证以及其他业务和组织需求。
#li-remote
#li-MG1
#B2
你将负责的工作
- 招聘并领导美洲客户成功团队，旨在提升客户体验并增加客户价值。
- 制定基于价值的计划，并为客户成功团队设定达成KPI和目标的条件。
- 协助创建可扩展的模型，以支持大量客户，同时仍能提供必要的客户接触点。
- 开发客户成功经理（CSM）操作手册，描绘客户旅程，并识别满意度高峰点以及解决方案集中的关键点。
- 协助优化客户成功运营平台，提高团队流程和效率。
- 与入职、销售、支持、产品运营和续约等相关角色紧密合作，确保交接顺畅并提供最佳客户体验。
- 通过最大化价值、推动使用率、采用率、增值服务以及减少流失率来维持业务增长和盈利能力。
- 分析客户数据以改善体验并传达价值。
你将带来的能力
- 5年以上团队管理经验
- 7年以上在B2B科技公司担任客户成功经理（CSM）、客户经理或相关客户面向岗位的经验。
- 必须具备网络安全经验
- 有成功与客户合作实现业务目标的记录，尤其在企业客户群体中
- 有与区域销售领导紧密合作并协作的记录
查看英文原文
Role Summary
This role will lead our Americas Customer Success team focusing on a highly scalable and efficient engagement model for a large volume of customers. The team will manage customer engagement throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value. The leadership role will play a key part in building out the team and its structure, working closely with other customer success teams, sales, operations, marketing, support, and product managers.
In Canada, the base salary for this role ranges from $98,400 to $164,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.
#li-remote
#li-MG1
#B2
What You Will Do
- Recruit and lead an Americas Customer Success team, targeted at improving our customer experience and growing customer value.
- Create value-based plans and set the stage for meeting KPIs and objectives for the customer success team.
- Help to create a scalable model to support the high volume of customers and still deliver the necessary customer touchpoints.
- Develop the CSM playbook, mapping the customer journey and identifying peak points of satisfaction as well as critical points across the solution set.
- Help optimize the Customer Success operational platform to improve processes and effectiveness of the team.
- Work closely with associated roles across onboarding, sales, support, product operations, and renewals to ensure smooth handoffs and optimal customer experience.
- Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
- Analyse customer data to improve the experience and articulate value.
What You Will Bring
- 5+ years of experience managing a team
- 7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company.
- Cybersecurity experience a must
- Proven track record of working with customers to drive success aligned with business goals successfully working with customers across the Enterprise segment
- Track record of working closely with regional sales leadership and partnering with support, product, and engineering teams to resolve customer issues and drive product improvements.
- A passion for teaching, developing, and growing others
- Strong customer-facing, cross-functional, relationship-building skills
- Ability to identify, analyze and find creative solutions to complex problems
- Capable of handling competing priorities and projects in a fast-paced environment
- High energy, self-starter comfortable with ambiguity in entrepreneurial environments
- Ability to identify bottlenecks within internal processes, and recommend solutions
- Must be willing to travel 25%