Senior Manager of Customer Success, Tradeshift

• Proven experience of 5 years minimum in a leadership role within seller success, account management, or customer success, preferably in a subscription-based business
• Strong commercial acumen, with experience in managing subscription-based revenue models, payment processes, and debt recovery
• Program management experience is desired - an ability to manage multiple streams of work and communicate progress effectively to senior stakeholders
• Excellent leadership and team management skills, with the ability to motivate and develop a diverse team
• Ability to collaborate across departments and influence pricing strategies to maximise seller engagement and retention
• Data-driven mindset, with experience using metrics to drive decision-making and process improvement
• Excellent communication skills, with the ability to engage and build relationships with internal stakeholders and external sellers
• Experience in identifying new sellers and guiding them through the onboarding process
• Leadership & People Management
• Commercial Focus & Strategic Thinking
• Customer-Centric Mindset
• Data-Driven Decision Making
• Collaboration & Communication

Desirable

• The Senior Manager of Seller Success will lead the team responsible for onboarding, retaining, supporting and expanding revenue from sellers on our network platform
• This role focuses on executing the operational and strategic plan for our Seller customers - with a keen focus on program managing transformation and evolution of model at pace
• The primary objective for the role is to develop and deliver a commercial strategy for the seller onboarding experience and managing the entire lifecycle of seller subscriptions, ensuring strong monetisation and effective management of seller relationships
• This role will oversee processes related to subscription management, payments, and debt recovery, ensuring maximum seller retention and revenue growth through value-added services
• While this is not a traditional sales role, the role will provide strategic input on pricing structures and subscription models to optimise commercial outcomes
• It is a blend of both program management and strategy execution
• Lead and develop a high-performing Seller Success team, responsible for managing seller relationships throughout their subscription lifecycle
• Identify opportunities to streamline, optimise and mature the operation of the function
• Ability to present strategic updates to the executive and deliver on key initiatives at pace
• Develop and execute strategies to drive seller onboarding, retention, and monetisation on the platform
• Collaborate with cross-functional teams (Sales, Marketing, Product, Finance) to align on business goals and improve seller experience
• Oversee the onboarding process for new sellers, ensuring a smooth transition and clear communication of subscription benefits
• Drive initiatives to retain sellers, reduce churn, and maximise engagement, including the development of value-added services
• Identify potential sellers and work with the Sales team to ensure alignment on onboarding strategies and target audiences
• Ensure effective renewals of subscriptions to retain revenue
• Manage the subscription process, ensuring accurate billing, timely payments, and addressing any issues related to payment delays or disputes
• Oversee debt recovery processes, working closely with Finance and Customer Support teams to minimise subscription payment defaults
• Continuously improve the subscription lifecycle, identifying opportunities to streamline processes and enhance seller satisfaction
• Provide insights and recommendations on pricing structures, subscription tiers, and monetisation opportunities, with a focus on optimising revenue growth
• Collaborate with the Product team to develop subscription models that align with seller needs and market demands
• Use data analytics and performance metrics to track key performance indicators (KPIs) related to seller success, including retention rates, revenue growth, and subscription health
• Regularly report on the performance of seller success initiatives, presenting insights and recommendations to senior leadership
• Work closely with internal teams, including Sales, Product, Marketing, and Customer Support, to align on seller success initiatives and ensure seamless execution of strategies
• Work closely with VP Customer Success and wider Executive to articulate progress and transformation
• Represent the voice of sellers, providing feedback to improve platform features and functionality to meet seller needs