Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.
The Customer Success Team Manager will lead a team of customer success representatives who are responsible for delivering a world-class customer experience to clients. The supervisor will manage the day-to-day operations of the team, develop, and implement strategies to improve customer satisfaction and retention rates and ensure the team is meeting or exceeding performance metrics. The ideal candidate will have experience in customer success management, a deep understanding of the cloud communication and collaboration space, and strong leadership skills.
Responsibilities:
- Drive value for customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers’ objectives and deliver value-based solutions, and determining how to define, drive, and demonstrate ROI delivered.
- Drive alignment with internal teams including Renewals Sales Managers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focusing on selling with a retention focus.
- Recruit, mentor, and inspire a world-class team by setting expectations, giving feedback, conducting interviews, and creating a customer-first culture.
- Drive operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors, and report on metrics.
- BA/BS degree or equivalent work experience, MBA preferred but not required.
- 5+ years of customer or account management experience including 2+ years managing high-performing Customer Success teams at a SaaS or telecommunications company.
- Experience in hiring, mentoring, and growing a team of Customer Success Managers.
- Proven experience driving adoption and leveraging customer success best practices.
- Demonstrated ability to develop strategies to address business metrics, translate them into initiatives and track successful delivery.
- Possesses executive presence with communication that drives results and motivates the team.
- Thrives in ambiguity as part of a growing and expanding team.
- Demonstrated ability to effectively collaborate across organizational boundaries.
- Experience successfully working with senior (C-level) executives.
- Experience effectively addressing escalated client issues with speed and urgency.
All your information will be kept confidential according to EEO guidelines.
Skills Required
- BA/BS degree or equivalent work experience
- 5+ years of customer or account management experience
- 2+ years managing high-performing Customer Success teams at a SaaS or telecommunications company
- Experience hiring, mentoring, and growing Customer Success Managers
- Experience driving customer adoption and applying customer success best practices
- Experience developing strategies tied to business metrics and tracking successful delivery
- Executive presence and communication skills that drive results and motivate teams
- Ability to thrive in ambiguity within a growing and expanding team
- Ability to collaborate effectively across organizational boundaries
- Experience working successfully with senior C-level executives
- Experience resolving escalated client issues with speed and urgency
- MBA
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
-
Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
-
Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
-
Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
