Manager, Mid-Market Customer Success

| Phoenix – Mesa – Scottsdale, AZ
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Who We Are:


Sendoso is where you go to build something bigger than yourself. We’re a Series C company with $152M in venture capital funding with more than 800+ customers and 20,000 active users, and multiple revenue streams. Our company is on an unprecedented growth trajectory and we’re looking for people who want to do great things. 


Sendoso is the leading Sending Platform that delivers modern direct mail, personalized gifts, eGifts, and other Physical Impressions™ at scale. This makes it possible to build stronger, deeper, and more trusted relationships that move everything up and to the right! Our award-winning Sending Platform connects online and offline experiences via cloud software, automation, and real-world logistics—a feat that few companies have achieved.


Our mission statement is to help companies rise above the noise by eradicating spam and elevating relationships. Our goal is to enable businesses everywhere to make more human connections in a digital world.



About Your Role:


The Manager of Mid-Market Customer Success will lead and develop a team of Mid-Market Customer Success Managers. Customer Success Managers (CSMs) are responsible for the post-sales customer experience, including adoption (spend), campaign performance, customer happiness and client retention. This position will report directly to the Director of Customer Success and responsible for training, coaching and development of the team.

They will work with team members to ensure employees achieve their performance goals through weekly 1:1’s, daily coaching sessions, skill development, and monthly professional growth plans. They must be passionate about helping employees succeed and grow.


Key Duties & Responsibilities:

  • Leadership/ Mentorship: 
  • - Lead a team of mid-market customer success managers who own the post onboarding component of the customer lifecycle

    - Coach daily to high-value conversations and proactive customer engagements so that your CSMs are performing their best work possible

    - Organize and conduct onboarding training for new team members and ongoing training for existing staff, as needed

    -Work with the team to help them meet or exceed their/your mid-market customer retention and spend/send targets

    - Shadow team member client calls to provide feedback, guidance and suggestions to improve performance and develop skill sets

    - Act as resource to the team for preparing account strategies and action plans/ success plan and also service as support in customer escalations

    - Conduct weekly coaching sessions with team members to effect positive change and retain top performers

    - Ensure adherence to company and department processes

    - Participate in the interview process for recruiting new team members

  • Process/ Operations: 
  • - Ideate and execute improvements to CSM processes to improve the customer experience and hit revenue and growth goals

    - Work with director of customer success to help identify and implement changes to improve efficiency and productivity of staff

    - Consistently suggest solutions to improve process and systems

    - Partner with CS Operations to design and implement process improvements, customer journey playbooks and automated programs to deliver deeper value to customers at scale

Expectations:

  • Excel at people management: Set clear expectations, review progress, provide feedback and guidance, hold people accountable
  • Meet weekly with each enterprise CSM to review risk, retention, send and spend numbers
  • Meet weekly with the team as a whole to review updates, share successes, call reviews, etc
  • Participate in quarterly OKRs
  • Collaborate with other CSM leaders on how to effectively co-lead the team to ensure alignment and optimal efficiency between teams
  • Identify areas of opportunity with product, processes, and enablement and take necessary steps to address

Qualifications:

  • Minimum of 2 years of SaaS Customer Success management experience 
  • Previous experience managing a book of business of at least $10M in recurring subscription revenue while working directly with customers
  • Excel at people management: Set clear expectations, review progress, provide feedback and guidance, hold people accountable
  • You are customer obsessed - always striving to do the right thing
  • You excel in problem solving and have strong analytical skills - continuously thinking “how can I make this better? How can we improve this?”
  • Highly resourceful, entrepreneurial and driven 
  • You have the ability to set strategic vision and operational direction then execute against both
  • You obtained a bachelor’s degree
  • You learn quickly and are excited to take on challenging new projects
  • General knowledge of software applications i.e. Salesforce, Zendesk, Google Apps, etc.

What We Believe:

  • Conquer Giants! We get things done. Moxie is in our DNA, and we’re breaking down the barriers that separate the world.
  • One Team! Everyone belongs here, and whether it is your first day or you’re the CEO, your voice and ideas matter to us.
  • Relationships Matter! It’s a cluttered, digital world out there, but our connections are real. We’re all humans, so we treat each other and our customers like humans too. 
  • Reinvent! Forget thinking big. We think meteorically by redefining what’s possible and shaping the future of human connections. 

What You'll Love:

  • Comprehensive Medical Plans plans - we've got you covered
  • Take-What-You-Need Time Off
  • Vacation Bonuses 2X/Year
  • 401K Plan
  • FSA Plan 
  • Employer-paid membership to One Medical
  • Volunteer Time Off 
  • Birthday Time Off
  • Generous parental leave benefits for both birthing and non-birthing parents
  • Access to Employee Assistance Programs (EAPs) 
  • Fitness discounts through ClassPass
  • End-to-end family planning discounts through KindBody
  • Discounted pet insurance through PetPlan
  • Free and discounted legal benefits through Rocket Lawyer
  • Financial wellness benefits through SoFi
  • Team Outings 

We're currently working from home due to Covid-19, and the following will apply once we're safely back in the office:

  • Catered Lunch & Breakfast
  • Dog Friendly Offices
  • Collaborative Office Space
  • Stocked Kitchen

What We Believe:


Conquer Giants! We get things done. Moxie is in our DNA, and we’re breaking down the barriers that separate the world.

One Team! Everyone belongs here, and whether it is your first day or you’re the CEO, your voice and ideas matter to us.

Relationships Matter! It’s a cluttered, digital world out there, but our connections are real. We’re all humans, so we treat each other and our customers like humans too. 

Reinvent! Forget thinking big. We think meteorically by redefining what’s possible and shaping the future of human connections.


What You’ll Love: 


• Comprehensive Medical Plans plans - we've got you covered

• Take-What-You-Need Time Off

• Vacation Bonuses 2X/Year

• 401K Plan

• FSA Plan 

• Employer-paid membership to One Medical

• Volunteer Time Off 

• Birthday Time Off

• Generous parental leave benefits for both birthing and non-birthing parents

• Access to Employee Assistance Programs (EAPs) 

• Fitness discounts through ClassPass

• End-to-end family planning discounts through KindBody

• Discounted pet insurance through PetPlan

• Free and discounted legal benefits through Rocket Lawyer

• Financial wellness benefits through SoFi

• Team Outings 

 

We're currently working from home due to Covid-19, and the following will apply once we're safely back in the office:

• Catered Lunch & Breakfast

• Dog Friendly Offices

• Collaborative Office Space

• Stocked Kitchen


Sendoso is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

More Information on Sendoso
Sendoso operates in the Enterprise Web industry. The company is located in San Francisco, CA. Sendoso was founded in 2016. It has 370 total employees. It offers perks and benefits such as Volunteer in local community, Friends outside of work, Eat lunch together, Intracompany committees, Daily sync and Open door policy. To see all 5 open jobs at Sendoso, click here.
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