Senior Manager / Associate Director of Customer Success, Mediafly

• This role is ideal for a seasoned customer success professional who is passionate about leading and developing a team, driving customer adoption and retention, and contributing to the strategic direction of our Customer Success organization
• 5+ years of experience in Customer Success, with at least 2 years in a leadership or management role, preferably within a B2B SaaS environment
• Proven ability to lead, mentor, and motivate a team of customer success professionals
• Deep understanding of customer success principles and a strong passion for delivering exceptional customer experiences
• Ability to develop and execute strategic plans that align with overall business objectives
• Excellent written and verbal communication skills, with the ability to effectively communicate with customers, internal stakeholders, and senior leadership
• Strong analytical and creative problem-solving skills, with the ability to identify and resolve complex customer issues
• Ability to thrive in a fast-paced, dynamic, and evolving environment
• Comfort with technology and the ability to quickly learn new software platforms
• Bachelor's degree in a relevant field (Business, Marketing, Communications, etc.) or equivalent practical experience

Desirable

• We are seeking a highly motivated and experienced Senior Manager or Associate Director of Customer Success to join our growing team
• You will be responsible for overseeing a portfolio of key customer accounts, guiding a team of Customer Success Managers (CSMs), and collaborating cross-functionally to ensure our customers achieve their desired outcomes with Mediafly
• Lead and Mentor: Lead, coach, and develop a team of Customer Success Managers, fostering a culture of continuous learning, accountability, and excellence
• Drive Revenue: Collaborate with Renewal Managers to ensure revenue retention forecast accuracy and showcase customer ROI. Enable CSMs to identify and qualify upsell and cross-sell opportunities, working alongside the sales team to finalize these deals
• Performance Management: Set clear performance goals, conduct regular performance reviews, provide constructive feedback, and implement performance improvement plans when necessary
• Drive Success Metrics: Develop and execute strategies to improve key customer success metrics, including adoption, engagement, and retention rates
• Cross-Functional Collaboration: Partner closely with sales, product, services, and support teams to ensure a seamless customer journey and drive product innovation
• Process Improvement: Identify and implement improvements to our customer success processes and playbooks, enhancing efficiency and effectiveness
• Thought Leadership: Stay informed on industry best practices and trends in customer success, contributing to the overall strategic direction of the department
• Team Morale and Engagement: Foster a positive and collaborative team environment, promote knowledge sharing, and recognize achievements to maintain high morale and engagement
• Customer Journey Optimization: Continuously analyze and optimize the customer journey from onboarding to renewal, identifying pain points and implementing improvements
• Escalation Management: Acting as a primary point of escalation for complex customer issues, working cross-functionally to ensure timely and effective resolution
• Customer Advocacy: Act as a key advocate for our customers, ensuring their feedback is heard and incorporated into our product roadmap and service offerings