Manager, Customer Success

6 days ago

Sydney, Australia Criteria Corp Full time

The Mid-Market Customer Success lead a diverse and talented team of CSMs. The Manager of the Mid-Market Customer Success team is a highly driven, results-oriented, and collaborative leader who will both drive excellence in execution while building the foundation for growth for Criteria customers.

**REQUIRED KNOWLEDGE/SKILLS/ABILITIES**

To be successful in this role the incumbent will demonstrate the following:

- 6+ years of Customer Success, Sales, Services or Consulting experience, preferably within SaaS company during rapid growth phase.
- 3+ years of direct management experience, managing a team, and a track record of achieving results and building high-performing teams is preferred
- Familiarity and experience with MEDDIC sales methodology
- Ability to excel in a high-growth company that requires rapid iteration and constant evolution to support our ambitions
- Experience in building executive level customer relationships with customers
- Excellent written and verbal communication skills. Demonstrated ability to present to diverse audiences and effectively communicate with internal stakeholders
- Detailed and results oriented, excellent organization, project management, and time management skills
- Experience using usage, data, and results to demonstrate value
- Excellent people management skills; high empathy and consideration for team morale
- Experience building and scaling world-class teams; experience hiring, onboarding and training
- Once standard business protocol resumes, flexibility for occasional travel as required

**RESPONSIBILITIES**

The primary responsibilities of this role include:

- Directly manage a remotely distributed team of CSMs responsible for adoption, retention, growth, and customer advocacy of our Mid-Market and strategic customer segments
- Engage deeply with our customers and build relationships with key customer stakeholders to strengthen the Criteria partnership
- Identify and make recommendations for improvement in the areas of process, efficiency, and productivity
- Coach and mentor team to navigate relationship management, increase customer adoption, prioritization challenges, build executive relationships, develop playbooks for each strategic account, and provide necessary training and enablement for CSM
- Hire and develop a strong, diverse, high performing team of Customer Success Managers (CSMs) to enhance your team's core strengths and support Mid-Market customers
- Work with CS leadership team and cross-functional leaders (Product, Sales, Marketing, Operations etc) to drive success for our customers
- Identify customer trends, successes, and challenges to leadership and present a point of view on how to innovate how we deliver success and services.
- Translate business objectives into an execution strategy and successfully execute to achieve key team success metrics including net retention, adoption, and engagement goals
- Additional duties as assigned.

As a member of our highly successful, global team, you'll have the opportunity to grow and develop your career. Other benefits include a generous bonus incentive scheme, quarterly paid RDOs, flexible work practices, employee equity scheme and paid parental leave amongst others.

**The Process**:

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