We are seeking a highly motivated and data-driven Customer Success Manager to drive continuous improvement and operational excellence within our Customer Success Management (CSM) department. This role will be instrumental in developing, implementing, and managing processes, procedures, and metrics that enhance customer engagement, satisfaction, and retention. The ideal candidate will possess strong analytical skills, a process-oriented mindset, and a passion for optimizing customer experiences. 

 

What You Will Do:

Provide information and assistance to implement and improve customer success strategies. Create and improve customer success processes and procedures, to include creating repeatable processes for our team members to improve efficiency. Implement and manage a continuous improvement process for our customer success processes and procedures. Understanding our customers and keeping up with customer’s needs to communicate to our multiple departments. Analyze customer types and needs to pair with the right Customer Success Manager to further build on the customer relationships and to confirm workload efficiency. Provide input to our customer segmentations, journey mapping, user personas, and best fit customer profile based on data collection and analysis. Measure and report on the CSM Departments performance metrics. Define and Measure department KPIs with the Head of Customer Success. Aggregate data from multiple sources to create actionable information for the organization. Manage and monitor the CSM Departments Customer Surveys. Monitor customer feedback metrics like NPS, CSAT and CET for actions to improve the feedback. Incorporate Risk Management practices and procedures to report on and create actions for system breakdowns, at-risk customers, Customer success team member burnout with steps to mitigate the risk. Deliver reports to help the team gain clear visibility of the Customer Success functions and customer data. Review and recommend any tools to aid the department in achieving their objectives and goals. Through data analysis, make suggestions and improvements to our overall customer engagement model. Perform with a high level of autonomy, reporting to other internal DS teams regularly on customer and business data. Stay current on product features, product best practices, and product roadmap. Stay current on the assigned customers market, industry knowledge, competitive market, and the DS brand knowledge. May perform Customer Success Manager activities on occasions and attend customer meetings. Support business strategy development for the Customer Success team and manage mapping, documenting and implementing CS processes, providing significant input into which process should be rolled out when. Partner with cross-functional teams to ensure alignment on the most significant contributors to overall customer health, and configure and maintain a customer health scorecard that reflects customer data. Develop a keen understanding of the organization’s sources of risk, as well as positive trends, and effectively report on both. Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures. Monitor System performance, data integrity and user activity to make recommendations on continuous improvements.   Conduct new Customer Success Management department onboarding. Capture and research customer escalated complex issues and monitors resolution to closure.

What You Will Need:

Education and Experience

Bachelor's degree or appropriate experience required. Typically requires a minimum of five (5) years of project management or business analyst experience.

Knowledge, Skills and Abilities

Incumbent has developed proficiency through work experience or through job-related training.  Works with a limited degree of supervision.  May act as a resource for more junior colleagues, or those with less work experience.   Proficient in managing data Excellent critical thinking skills; is able to break down ambiguous problems into concrete, manageable components and think through optimal solutions Data analytics and business intelligence skills Ability to converse with users at all levels, including executive or owner level Ability to analyze complex situations, development actions plans and lead resources to achieve key objectives Working knowledge and understanding of Microsoft Word, Excel, PowerPoint, Dynamics CRM, and customer success platforms Must be able to travel to customer sites and other events Intellectual curiosity about our customers, our industry, and Customer Success in general. Working knowledge of the ABS Health, Safety, Quality and Environmental Management System.

It Would Be Nice If You Had:

Maritime industry experience is preferred. SaaS experience is preferred. Experience delivering business intelligence through a similar role is preferred.

Reporting Relationships:

Reports directly to Customer Success Director or Customer Success Operations Manager level position.