Manager, SMB Customer Success

Manager, SMB Customer Success

We’re looking for an experienced Manager to join our amazing SMB Customer Success team!

This passionate customer success professional will expand and oversee a team of SMB Customer Success Managers who work closely with our high-volume of small business customers. This team will be responsible for the successful management and renewal of subscribers across our SMB customer segment. The leader of this team will be responsible for ensuring the team is meeting and exceeding its retention and revenue goals.

What You'll Do

• Manage a team of high-performing SMB CSMs throughout the entire customer journey - from onboarding through engagement and renewal
• Coach CSMs to provide a best in class customer experience while meeting revenue retention targets and mitigating renewal risks
• Standardize activities that SMB CSMs execute at each stage in the customer journey
• Identify, attract, retain and develop talent for the customer success organization
• Conduct and attend weekly 1:1s, team meetings and cross-functional meetings
• Partner with CS senior leadership to establish clear goals and metrics for the SMB team
• Partner with leadership to refine processes, systems, and resources to successfully deliver value to our customers, the team and the business
• Proactively identify, develop & execute solutions to improve operations for the team, customers, and business
• Be the voice of the customer internally to give visibility to and help address customer needs
• Own team’s performance metrics and be responsible for guiding them to meet and exceed their goals
• Own the renewal forecast for your segment, reporting metrics to senior leadership weekly and reporting on renewal trends quarterly
• Serve as an escalation point for complex customer issues
• Support VP in special projects and other tasks as assigned

What You Should Have

• 2+ years of management experience
• 3+ years of customer success and/or account management experience, preferably within a high-volume, SaaS organization
• Strong understanding of customer success industry and trends
• Proven track record of success in identifying customer needs and implementing long-term solutions in a SaaS environment
• Experience utilizing metrics to make data-driven decisions
• High level of business acumen and an ability to communicate effectively with internal stakeholders
• History of building and/or improving processes, methodologies, programs or frameworks that increased team performance
• Excellent organization, project management and time management skills
• Ability to build rapport and trust with customers, team members, and internal stakeholders
• Demonstrated ability to provide clear, timely, actionable feedback
• Naturally curious with excellent critical-thinking skills
• Resilient, adaptable, and thrives in a fast-paced environment
• Excellent verbal, written communication and presentation skills

Compensation

The pay range for this position is $97,000 to $145,600 for all US locations. This range reflects the minimum and maximum amounts we believe in good faith, at the time of this posting, are appropriate for this role. Actual compensation may vary, subject to future adjustment as needed. Articulate considers a wide range of factors in making compensation decisions, including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. This position is also bonus eligible. This position is eligible for Articulate’s robust suite of benefits which are detailed here.

The application window for this position is expected to close 90 days from the original posting date.

This is a US-based role and can be performed remotely from anywhere within the United States. Occasional travel for company events may be required. Employees must physically reside and work within the US throughout their employment and must immediately notify Articulate of any change of address.