Manager, Mid-Market Customer Success

Looking for a Manager, Mid-Market Customer Success to join our Customer Success team. Reporting to the VP of Customer Success, you will be responsible for team leadership, coaching and development. You will also be responsible for strategic account management, escalation handling, cross-functional collaboration and customer advocacy. Will regularly observe CSMs and provide real time feedback on core skills, reinforce strategies with the team, assesses, identifies and monitors gaps across the team. Serve as a central point of contact for customer escalations, providing coaching on effective strategies for solving escalations, and joining customer calls. Ability to lead meetings and skillfully manage escalations with senior level administrators. Attract, retain and develop CSM talent. Leverage customer and CSM insights to identify global trends. Coach the team on book of business management and ensuring clients are following interaction plan. Provide coaching on both quantity and quality of outreach and ensure clients are advancing. Coach and assist the team on collaborating with sales to identify renewal risk. Coach team on constantly monitoring client health and providing strategy updates. Coach CSMs on how to execute on product adoption playbooks based on methods measured by customer’s existing adoption levels. Identify gaps in processes and escalate as needed. Collaborate with Sales Leaders to Learn and address new ways to scale these motions and create a clean experience for clients and CSMs.