Manager, Customer Success

The Manager of Customer Success will possess strong customer management skills with the keen ability to prioritize the right inputs and outputs to deliver value and growth. This role will lead the team to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives. This person will demonstrate a high level of ownership and the ability to embrace and navigate ambiguity and complexity. This position will report to the VP of Customer Experience.

The key fundaments of Customer Success Management and Leadership are planning, organizing, staffing, leading, coordinating, reporting, and budgeting. These essential pillars are a part of a body of practices and theories to manage successfully. Other key fundaments and responsibilities are as follows: Ensure that all team members clearly understand the company's vision and goals for customer experience and their respective contributions.

• →Lead and design long-term account plans, collaborate effectively with cross.
• →functional teams, and drive customer success.
• → Coordinate with the team and other departments throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints.
• → Develop an efficient view of customer data, including information from all systems to track customer lifetime interactions. 
• →Develop and manage essential customer analytics programs, customer health tracking, churn management.
• →Implement effective communications that inform the team about customer experience realities, expectations, improvements and innovation techniques, and engagement opportunities, emphasizing how each team member can make a difference in customer lifetime value.
• → Work with the team to build and improve processes to align with the customers' needs and make the team more effective and efficient. 
• →Collaborate with other teams on products, support, service delivery, and account management to improve customer experience delivery.
• →Provide leadership, management, and ownership of the Customer Success Team. 
• →Develop, maintain, and manage the team to key success metrics.
• →Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values. 
• →Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies.
• →Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
• →Additional duties as assigned.

• Bachelor's degree in Business Administration, Computer Science, Information Systems, related field, or equivalent work experience.
• 5+ years of Customer Success or Account Management experience with at least 2 years in a leadership role.
• 3+ years of technology experience.
• Experience managing a team and supporting other managers is desirable.
• Strong communication and interpersonal skills.
• Customer-centric and team-centric mindset.
• Ability to manage multiple projects, activities, and tasks simultaneously.
• Ability to identify opportunities for the appropriate and cost-effective investment of financial resources, including staffing, sourcing, purchasing, and in-house development.
• Implementing a Customer Success strategy.
• Ability to develop and manage client portfolios.
• Sustain business growth and profitability by maximizing value.
• Must be legally eligible to work without visa sponsorship.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.