Senior Manager, Customer Success
Progress is an experienced, trusted provider of products designed with customers in mind, so they can develop the applications they need, deploy where and how they want and manage it all safely and securely. We take pride in what we do, always valuing the whole person—at work and in life. Our diverse life experiences enrich our culture because people power progress.
The Senior Manager of Customer Success role offers a unique opportunity to make a significant impact on our organization’s success by leading a global team dedicated to ensuring our customers’ success and satisfaction. If you are passionate about customer success and have the skills and experience we’re looking for, we’d love to hear from you.
In this role, you will play a crucial part in leading a dynamic and global organization focused on customer success and satisfaction. Your responsibilities will include strategic oversight, team leadership, and direct customer engagement to drive customer loyalty, retention, and growth across our global markets. You will use data and systems to analyze and measure key performance metrics to ensure that the strategy and direction are increasing adoption and customer business outcomes, including usage, churn, and net-retention. With teams dispersed worldwide, your leadership will be pivotal in aligning our efforts, sharing best practices, and fostering a culture of excellence and continuous improvement.
Moreover, you will have a transformative impact on growing and leading the Customer Success team, applying your operational skills to drive organizational growth while establishing a positive, productive, and collaborative culture.
About the role:
Customer Success Strategy and Leadership:
- Develop and implement customer success strategies to boost satisfaction, retention, and account growth.
- Establish measurable, scalable best practices across business segments to promote product adoption and value.
- Standardize customer success processes and metrics globally to ensure consistency across regions.
- Create and execute contingency plans for service continuity during disruptions, adhering to international standards and regulations.
- Lead and expand a high-performing, globally distributed customer success team, providing necessary resources and training.
- Ensure timely customer onboarding and drive initial product value realization.
- Actively engage in key customer activities, events, and communication.
- Build and nurture strong relationships with key accounts, understanding their business objectives.
- Identify and pursue upselling and cross-selling opportunities in collaboration with sales and marketing teams.
- Provide customer feedback to inform product roadmap decisions and act as the customer's voice for issues and enhancements.
- Collaborate with product, sales, marketing, and engineering teams to align the product roadmap with customer needs.
- Monitor and report on key performance indicators (KPIs), including usage, churn, upsell, and net retention.
- Use predictive analytics to manage and enhance business performance proactively.
- Implement cascaded reporting methodologies to understand and oversee business metrics effectively.
- Maintain the reliability and efficiency of critical customer success processes.
- Implement best practices in customer success management, leveraging technology for efficient service delivery.
- Use technology and processes to drive consistency, repeatability, and scalability.
- Manage the financial aspects of the Customer Success Management (CSM) department, including expense management and budget oversight.
- Deliver key updates and presentations to the executive leadership team.
What would make you successful:
- Bachelor’s degree in business, Marketing, or a related field; MBA preferred.
- 8+ years of experience in customer success, account management, or a related field, including at least 4 years in a leadership role overseeing global teams.
- Familiarity with SaaS or technology-based products and the specific challenges and opportunities they present in customer success.
- Proficiency in CRM tools, data analytics platforms, and technologies supporting customer success operations.
- Proven track record in leading customer success initiatives that enhance customer satisfaction, retention, and growth.
- Strong analytical abilities to interpret data, identify trends, and devise strategies.
- Excellent communication and interpersonal skills, capable of engaging and influencing stakeholders at all levels.
- Fluent in English; proficiency in additional languages considered a plus.
- Strong problem-solving skills with a creative approach to overcoming challenges and enhancing customer satisfaction.
- Exceptional interpersonal and negotiation abilities to build and maintain relationships with internal teams and external clients.
- Ability to lead and inspire a diverse, global team, fostering an inclusive and collaborative work environment.
- Demonstrated leadership qualities with a clear vision for excellent customer success and the ability to communicate this vision globally.
- Strong decision-making skills, balancing customer needs with business priorities.
- Proven ability to lead through change, managing global team dynamics while driving continuous improvement and innovation in customer success practices.
- Direct responsibility for influencing customer retention and growth metrics, focusing on maximizing lifetime value (LTV) and minimizing churn.
- Ability to manage and optimize customer success budgets, ensuring effective resource allocation to achieve desired outcomes.
What we offer in return is the opportunity to elevate your game and to also enjoy:
- Compensation: Base salary plus bonus, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback.
- Benefits: Premium Collective Health Insurance Plan with a monthly employer contribution and Premium Collective Pension Scheme fully funded by Progress
- Time-off and Leave: Generous vacation allowance, an additional day off for your birthday, and days off for volunteering
- Well-being: A global well-being program focused on physical, mental, and financial health
- Focus on Employee Experience: We aim to create an environment where people view their time at Progress as their best career chapter by seeking your feedback, partnering with you and recognizing and celebrating the moments that matter.
- Career Growth: We empower you to own your career and personalize your growth with career development tools, internal career mobility, knowledge sharing, and learning opportunities.
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Together, We Make Progress
Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!
