Manager, Customer Success

Business Insider is looking for a Manager of Customer Success to lead and manage our Customer Success team, supporting both Business Insider’s B2C and B2B subscription businesses.

Business Insider is for people who are driven, optimistic and always looking forward. Our mission is to inspire action through thought-provoking stories. We tell our audience what they want and need to know to improve their lives and the world with storytelling that is accessible, smart, sometimes unexpected, and always helpful. Our team members embody and uphold Business Insider’s three core values: we are all one team, we are effective, and we strive to get better every day.

Our Customer Success team within subscriptions is the backbone to the subscriptions business to ensure our clients are getting the most value of their subscription and an excellent experience for all subscribers

The Role & Team:

Business Insider is looking for a Manager of Customer Success to lead and manage our Customer Success team, supporting both Business Insider’s B2C and B2B subscription businesses, ensuring an excellent experience for all subscribers. This role will oversee the entire customer success journey, including support for our consumer subscribers as well as relationship management for our B2B customers. 

As the Manager of Customer Success, you will manage a B2B Customer Success Manager (CSM) who is responsible for client communications and engagement across the subscription lifecycle, including renewals and new business inquiries. Additionally, you will oversee various customer support systems (e.g., HubSpot, Zendesk). You will also lead the management of 2-3 agents from a third-party customer support vendor, ModSquad, ensuring they deliver exceptional support to our consumer subscribers.

This role reports directly to the Vice President, Customer Success, and Group Subscriptions, and sits on the Subscriptions team. This role will be remote. 

Key Responsibilities:

• Hands-On Support Management:
• Directly review and manage support queues, including open and new tickets, and escalations. Identify and resolve immediate issues, and ensure proper handling of group subscription requests.
• Escalation Management:
• Oversee and occasionally manage escalations related to receipt issues, checkout/payment problems, access and tech issues, email changes, and complicated refund requests. Utilize established escalation protocols, and ensure clear communication through relevant platforms.
• Customer Experience & Retention:
• Lead initiatives to enhance the overall customer experience, ensuring high levels of satisfaction and retention for both B2C and B2B customers.
• Analyze customer data (e.g., usage patterns, satisfaction, churn rates) to identify trends, areas for improvement, and upsell opportunities.
• B2B Customer Success Management:
• Manage and mentor a B2B CSM, guiding their efforts in client communications, renewals, and addressing new business inquiries.
• Develop and execute retention and inbound strategies for the B2B segment, setting clear objectives and timelines.
• Process Improvement & Innovation:
• Continuously review and optimize existing processes and tools to enhance efficiency and effectiveness across the team.
• Collaborate with Product, Tech, and Marketing teams to communicate customer feedback, drive product improvements, and support marketing initiatives.
• Vendor & Systems Management:
• Train, enable, and monitor the performance of ModSquad agents, ensuring they meet key performance indicators (KPIs) and service level agreement (SLA).
• Optimize and manage customer support systems (e.g., Zendesk) to ensure seamless operations.
• Data-Driven Decision Making:
• Leverage data and analytics to inform decisions and strategies, creating dashboards and reports that provide real-time insights into customer health and engagement.
• Work closely with cross-functional teams to ensure accurate and accessible customer data.

The Ideal Candidate:

• Strategic Thinker: You have a keen eye for identifying areas of improvement and can develop and execute strategies that enhance the customer experience and drive retention.
• Data-Driven: You can analyze complex data sets, draw actionable insights, and communicate these findings to stakeholders clearly and concisely.
• Innovative Problem Solver: You are always seeking ways to streamline processes and implement innovative solutions that enhance efficiency and effectiveness.
• Fast Learner: You have the ability to take in and quickly digest new information and desire to learn quickly in a fast-changing environment.
• Strong Communicator: You can communicate effectively with stakeholders at all levels, from senior executives to team members, ensuring alignment and clarity.
• Leadership & Mentorship: You have experience managing and mentoring direct reports, helping them grow and succeed in their roles.
• Customer Success or Customer Support: Experience in customer success, customer support, or a related field.  
• Technical Skills: Experience with customer support systems like Zendesk and CRM platforms. Familiarity with data analysis tools is a plus.

Salary & Benefits:

• Base salary: $85,000-$95,000 (dependent on skills, experience, and competencies)
• Unlimited PTO, 10 paid holidays, and 16 weeks of parental leave
• Comprehensive medical, dental, and vision insurance plans
• Matched and vested 401k plan
• Access to resources for financial planning guidance, family planning services, mental health reachout and Employee Assistance Programs (EAP)
• Additional benefits include commuter benefits, phone reimbursement, gym membership discounts, and more 

Business Insider is committed to providing equal employment opportunities and, when making employment decisions, does not discriminate based on race, ethnicity, gender, gender identity or expression, sex, sexual orientation, age, nationality or national origin, religion, disability, familial status, and military or veteran status. We encourage members of traditionally underrepresented groups to apply.