Job Duties/Responsibilities:

Team Leadership: Manage, coach, and mentor a team of Customer Success Managers to ensure they are equipped with the tools, resources, and guidance needed to succeed.
Customer Engagement: Collaborate closely with the Customer Success team to develop and execute scalable strategies for engaging with customers, ensuring their needs are met and their expectations are exceeded.
Retention and Expansion: Own retention and expansion metrics, developing and implementing strategies to drive customer growth and minimize churn.
NPS Scores: Monitor and analyze Net Promoter Scores (NPS) and customer feedback to identify trends, insights, and opportunities for improvement.
Cross-functional Collaboration: Work closely with Sales, Product, and Marketing teams to ensure alignment on customer needs, feedback, and priorities.
Process Optimization: Continuously optimize and improve processes related to customer onboarding, support, and success to enhance efficiency and effectiveness.
Customer Advocacy: Champion the voice of the customer internally, advocating for their needs and priorities across the organization.
Performance Tracking: Establish key performance indicators (KPIs) and metrics to measure the effectiveness of the Customer Success team, regularly reporting on progress and identifying areas for improvement.

Requirements:

Nice to Have:

Benefits:

Digital Program Manager, Customer Success – Remote at steercom – Key Message. Delivered. Full Time

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