Senior Manager, Customer Success

Job Description:

POLITICO's mission from the very beginning was to win the audience. We dedicate ourselves to providing accurate, non-partisan, impactful information to the right people at the right time so that they can act with confidence and speed. We experiment to avoid being disrupted and we have fun disrupting others. And we are not afraid to risk failure if it means being the best at what we do.

POLITICO is looking for a Senior Manager, Customer Success to lead the US Customer Engagement Specialist team and develop scalable customer engagement practices that drive product adoption, customer value, Wallet Retention Rate, and retention rate across the US Professional Subscriptions business.

Overall Mission: The Senior Manager, Customer Success is responsible for leading, developing, and evolving the US Customer Engagement Specialist team. In partnership with the Managing Director, Customer Success, this role builds and executes the US CES strategy, with a focus on scalable proactive and reactive customer engagement, product adoption, customer support, and account health. The Senior Manager serves as a leader in developing consistent Customer Success processes and practices across the CES team.

What You’ll Do:

• Lead and develop all US Customer Engagement Specialists.

• Build and execute the US CES strategy in partnership with the Managing Director, Customer Success.

• Establish team goals, priorities, processes, and performance expectations that drive product adoption, customer engagement, Wallet Retention Rate, and retention rate.

• Own the US CES team’s contribution to Wallet Retention Rate and retention rate within the US Professional Subscriptions business.

• Drive scalable proactive and reactive Customer Success processes across the CES team.

• Improve and innovate practices related to customer onboarding, engagement, adoption, support, training, and account health.

• Coach and develop CES team members through regular feedback, skill building, and career development.

• Partner with Account Management and CSM leadership to identify customer needs, coordinate engagement opportunities, and support account-level strategies.

• Use customer health, usage, and engagement data to identify opportunities for proactive service and intervention.

• Champion customer feedback and ensure insights from the CES team are shared with Product, Marketing, Technology, Data, and other internal partners.

What You’ll Need:

• Significant experience in Customer Success, customer engagement, client services, account management, support, or a related function, preferably within a SaaS, subscription, information services, or media business.

• Experience managing and developing customer-facing professionals.

• Proven ability to build scalable processes and programs that improve customer engagement, adoption, and retention.

• Strong understanding of proactive service, customer onboarding, product adoption, support, and customer health practices.

• Excellent coaching, communication, and relationship-building skills.

• Strong analytical problem-solving skills and comfort using customer data to identify opportunities and risks.

• Demonstrated ability to collaborate with Sales, Product, Marketing, Technology, Data, and other internal partners.

• Strong product knowledge or the ability to quickly learn complex products and customer use cases.

• Bachelor’s degree or equivalent experience.

COMPENSATION: $85,000 - $100,000 annual salary. This role is also eligible to participate in POLITICO’s commission plan, with a target incentive opportunity of $35,000 - $50,000, resulting in an on-target earnings (OTE) potential of approximately $120,000 - $150,000. Commission payments are variable and are based on achievement against applicable performance goals and the terms of the commission plan. Actual compensation will depend on factors including experience, skills, qualifications, and other job-related considerations.

We value our people. Click here for more on what we offer and what it’s like to work for POLITICO.
Let’s keep in touch. You can view our list of open positions here and email us [email protected]. We hope to see your application soon!

About Us. 

POLITICO illuminates the forces shaping global power. Since 2007, we have delivered intelligence that anticipates tomorrow's headlines, not reports on yesterday's news. As politics has increasingly become the defining force of our era, our work has never been more vital. 

Cabinet secretaries and Ministers start their mornings with our analysis. CEOs shape strategy around our reporting. Advocacy leaders rely on our insights to move policy. We deliver the straightforward facts and clear-eyed analysis they need to navigate the most complex political landscape of our lifetimes. 

Our 1,100+ publishing professionals across the world's key democratic capitals—Washington, Brussels, London, Paris, Berlin, Sacramento, and New York—form the world's premier politics and policy newsroom. We tell the story of how power really works by explaining who wields it and how they plan to exercise it, connecting dots others miss and delivering scoops from sources others don't even know exist. 

Innovation has always been a core tenet of our story. At launch, we bet that depth would trump scale, that talent would trump traffic, and that politics would become central to modern life. In 2011, we made another bet and launched POLITICO Pro to help decision-makers understand the business of government, transforming both how they shape government action and the business of journalism itself. 

These bets have made POLITICO the most successful digital news startup of its generation and the indispensable resource for leaders who shape the future. Today, we are a rarity in media: a growing, profitable, and sustainable news organization. 

POLITICO is a subsidiary of Axel Springer SE, a family-owned transatlantic media company headquartered in Berlin and New York. Axel Springer is dedicated to shaping the future of journalism in the free world, believing that a free and informed society is essential to democracy. The company’s guiding principles - first articulated as  The Essentials by founder Axel Springer in the aftermath of World War II - remain a cornerstone of the company’s foundation today. Learn more about Axel Springer. 

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