Senior Manager of Client Success, SWZD
$120-140k
Global marketplace connecting technology buyers and sellers
Open for applications
Global marketplace connecting technology buyers and sellers
101-200 employees
Open for applications
$120-140k
101-200 employees
Company mission
To help their clients drive growth while reducing the complexity of customer engagement, acquisition, and retention.
Role
Who you are
- Bachelor's degree in Business, Management, or related field (Master's preferred)
- 5+ years of experience in customer success or account management, with 2+ years in a leadership or managerial role
- Strong leadership skills with the ability to motivate and guide a team toward achieving goals
- Excellent communication, negotiation, and interpersonal skills
- Analytical mindset with the ability to interpret data and trends
- Proficiency in customer success software, CRM platforms, and data analytics tools
- Ability to work collaboratively in a fast-paced, dynamic environment
- Customer-centric mindset with a passion for delivering exceptional client experiences
What the job involves
- As the Sr. Manager of Client Success at Spiceworks Ziff Davis, you will oversee a team of CSMs responsible for building and maintaining relationships with business-to-business (B2B) clients, ensuring they achieve maximum value from the company's products, and ultimately driving customer retention and expansion within the organization by proactively addressing their needs and fostering long-term loyalty
- Moreover, you will play a pivotal role in providing strategic direction, mentorship, and support to the CSM team while collaborating with other departments to enhance customer relationships and drive business growth
- You will foster a culture of excellence and client-focused success within the organization while strategically leading the CSM team to achieve key performance indicators (KPIs) and business goals. If you believe you exhibit these entrepreneurial attributes, do not hesitate to apply!
- Team Leadership:
- Lead and manage a team of CSMs by providing coaching, mentoring, and professional development to ensure their effectiveness in fostering client success
- Customer Relationship Management:
- Oversee the CSM team's efforts to build and maintain strong client relationships, understand client needs, and proactively address their challenges
- Strategy Development:
- Work with senior leadership to develop customer success strategies that align with company goals, focusing on driving customer satisfaction, retention, and expansion
- Performance Management:
- Set clear performance expectations, KPIs, and targets for the CSM team, monitor their progress, and provide guidance and support to ensure goals are met
- Customer Advocacy:
- Champion the voice of the customer within the organization, working to ensure that client feedback influences product development and company decisions
- Collaboration:
- Collaborate with sales, marketing, and product teams to align customer success efforts with business objectives and provide cross-functional support
- Escalation Management:
- Handle and escalate customer issues that require higher-level intervention, ensuring prompt resolution and maintaining positive relationships
- Metrics and Reporting:
- Monitor and analyze customer success metrics and data, using insights to guide decision-making and identify areas for improvement
- Customer Growth Initiatives:
- Collaborate with the sales team to identify opportunities for upselling, cross-selling, and expanding the scope of services for existing clients
- Continuous Improvement:
- Stay updated on industry trends, customer success best practices, and emerging technologies, incorporating them into team strategies
Our take
Spiceworks Ziff Davis (SWZD) is a worldwide marketplace connecting in-market buyers and sellers of technology. It helps companies strategize their marketing and sales efforts through access to first-party data and buying signals.
SWZD is a division of omnichannel marketing brand and media network Ziff Davis, following Ziff Davis’ acquisition of Spiceworks in late 2019. As such, the company is already very well-established. Moreover, the company has access to invaluable data from across Ziff Davis’ various properties, which include marquee sites like Mashable, AskMen, and PC Mag. In 2021, the company acquired B2B behavioral marketing solutions company Aberdeen, further expanding its ability to harness and utilize a broad range of deep-penetrating behavioral data. This combines to form a highly competitive marketing and sales solution.
Whilst SWZD itself is relatively young, it comes with a strong reputational pedigree, and industry partnerships like AWS, LinkedIn, and Salesforce. With many companies finding their in-house data modelling insufficient to take advantage of the recent boom in behavioral data, companies like SWZD look likely to continue attracting substantial business.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Company benefits
- Remote-First
- Unlimited Flexible Time Off
- Volunteer Paid Time Off
- Generous Holidays
- Recognition Programs
- Weekly Coffee Chats with Leaders
- Wellness Programs
- Real-Time Performance Management
- Career Advancement Opportunities
- Tech Hiring Commitment – Helping to train, hire, and promote more technology professionals
- WFA (Almost!)
- Sick Days
- Generous Paid Parental Leave
- Manager Training
- Bi-weekly Townhalls
- Regional Holiday Celebrations
- Free Mindfulness Programs
- Community Give-back Celebrations
- Transportation Assistance for Night-Shift Employees
- Unwavering Commitment to Diversity
Company HQ
Austin, TX
Salary benchmarks
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