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Customer Success Senior ManagerUnited States

Webroot

Customer Success Senior Manager

United States

You are eager to be the voice of high-profile customers while driving renewals and retention that have a tangible impact on our revenue and our customer experience. You are passionate and enthusiastic about customer success and thrive on ensuring both high-touch and renewal customers are knowledgeable and love your solution. You're self-directed and will guide and inspire a team of CSM's and have a knack for exceeding expectations. In this newly created department, in this new role we will look to you to build out processes from the ground up, create a CSM playbook across all phases of the customer lifecycle. Our customers deserve passionate customer success managers and you are the catalyst that will drive this success. Read on for the role that is the next level in your customer success management career! You are eager to be the voice of high-profile customers while driving renewals and retention that have a tangible impact on our revenue and our customer experience. You are passionate and enthusiastic about customer success and thrive on ensuring both high-touch and renewal customers are knowledgeable and love your solution. You're self-directed and will guide and inspire a team of CSM's and have a knack for exceeding expectations. In this newly created department, in this new role we will look to you to build out processes from the ground up, create a CSM playbook across all phases of the customer lifecycle. Our customers deserve passionate customer success managers and you are the catalyst that will drive this success. Read on for the role that is the next level in your customer success management career!

As our Customer Success Senior Manager, based in our Broomfield, CO office, your mission will be to own the customer experience and retention end to end while supporting our team of customer success managers. Onboarding, adoption, engagement, expansion and renewal will be keys to your success. Your ability to assess the state of our current customer base and your team and setting a baseline for both sides learning our strengths and opportunities for growth will be the starting point for transformation. Next, we will rely heavily on you to create and optimize a customer journey and engagement model including on-boarding, adoption, engagement expansion through renewal. Your player coach role within the team is mission critical for giving support, defining and holding the team to metrics, and precisely managing the sales pipeline to ensure up to date forecast to plan and ability to identify changes.
Once you have your established team and have rolled out your playbook of processes it is up to you to measure analyze and optimize our program on the regular. Your honed communication skills will be of the utmost importance in this role as you will depend on them heavily when communicating with customers, your team, cross-functional teams and executive level leadership (in which you will have full support). Your background in direct customer engagement and relationship management in a B2B capacity will be key to hitting the ground running. Join our growing company in this exciting role and thrive!
YOU WILL:
  • Define and optimize customer journey from On-boarding to Adoption to Expansion/Engagement to Renewal
    • Validate the vision of our high touch and mid touch lifecycle; focus on engaging with Webroot customers while staying cognizant of expansion and renewal opportunities
    • Standardize the playbooks for different areas of the customer lifecycle, including creation of standard presentation materials for lifecycle plays
    • Optimize identification and hand-off to sales for cross-sell opportunities
    • Identify potential "at risk" customers to address issues and minimize churn
    • Identify opportunities for continuous improvement
  • Lead team of Customer Success Managers
    • Coach and lead Customer Success team to greater productivity and support of Webroot's strategic objectives, and ensure that teams receive training as needed to be successful and grow within their roles and potentially beyond
    • Personally manage escalations from your direct reports, and follow a methodical escalation process to execs
  • Drive true value for customers
    • Find ways for CSMs to deeply understand our customers' objectives and become a trusted right-hand advisor
    • Determine how to define, drive, and demonstrate the value (ROI) delivered
  • Lead cross-functionally to drive optimization
    • Cultivate open pathways for communication across all departments (especially between the Customer Success, Sales, Support and RMM teams) to ensure optimal transfer of knowledge and relationships
    • Gather feedback from other departments, including Sales, Support, Product, and others, to improve the customer experience
    • Give feedback to Sales and Marketing on prospecting approach based on data and anecdotal feedback
  • Own key metrics for your team
    • Provide forecasts of activity and business health checks to VP, Customer Success
    • Achieve world-class net and gross retention rates for your business
YOU HAVE:
  • Self-organization skills and have a good balance of independence and collaboration.
  • A Collaborative, outgoing, team-oriented and personable
  • A scrappy, roll up your sleeves mentality and are focused, passionate, and aggressive about exceeding your plan
  • Experience using and managing your business in Salesforce is a plus.
  • Experience in managing teams of 5 plus employee
  • A Broad understanding of industry trends and directions
  • Previous customer-facing experience with SaaS (preferred)
  • Excellent written and oral communications skills; excellent presentation and public speaking skills
  • Strong executive presence
  • Ability to navigate across the organization to solve problems
  • Self-motivated and able to effectively manage customer activities without frequent supervision
  • Strong coaching and mentoring skills
If this sounds like the right role for you, click apply and come lead the customer success charge at Webroot!

At Webroot, we do more than secure our customers' personal computers, mobile devices and networks. We also nurture our employees' most critical assets - their talents, experience, and career aspirations. Webroot has the energy of a start-up with the strength and stability of an Internet security market leader. We foster the innovative culture you'd expect of a company that's making a statement. Webroot is a company in which you can invest yourself fully, knowing that you're not only protecting our customers around the world, but also that your talents and innovation will be recognized and rewarded. We encourage you to learn more about us and explore our job openings. Secure your future. Ensure the same for your career. Principals only - no third parties, please. Webroot Inc. is an Equal Opportunity Employer.

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