Who you are: As the Sr. Manager of Client Success at Spiceworks Ziff Davis, you will oversee a team of CSMs responsible for building and maintaining relationships with business-to-business (B2B) clients, ensuring they achieve maximum value from the company's products, and ultimately driving customer retention and expansion within the organization by proactively addressing their needs and fostering long-term loyalty. Moreover, you will play a pivotal role in providing strategic direction, mentorship, and support to the CSM team while collaborating with other departments to enhance customer relationships and drive business growth. You will foster a culture of excellence and client-focused success within the organization while strategically leading the CSM team to achieve key performance indicators (KPIs) and business goals. Key Responsibilities:Team Leadership:Lead and manage a team of CSMs by providing coaching, mentoring, and professional development to ensure their effectiveness in fostering client success.Customer Relationship Management:Oversee the CSM team's efforts to build and maintain strong client relationships, understand client needs, and proactively address their challenges.Strategy Development:Work with senior leadership to develop customer success strategies that align with company goals, focusing on driving customer satisfaction, retention, and expansion.Performance Management:Set clear performance expectations, KPIs, and targets for the CSM team, monitor their progress, and provide guidance and support to ensure goals are met.Customer Advocacy:Champion the voice of the customer within the organization, working to ensure that client feedback influences product development and company decisions.Collaboration:Collaborate with sales, marketing, and product teams to align customer success efforts with business objectives and provide cross-functional support.Escalation Management:Handle and escalate customer issues that require higher-level intervention, ensuring prompt resolution and maintaining positive relationships.Metrics and Reporting:Monitor and analyze customer success metrics and data, using insights to guide decision-making and identify areas for improvement.Customer Growth Initiatives:Collaborate with the sales team to identify opportunities for upselling, cross-selling, and expanding the scope of services for existing clients.Continuous Improvement:Stay updated on industry trends, customer success best practices, and emerging technologies, incorporating them into team strategies.
Qualifications:Bachelor's degree in Business, Management, or related field (Master's preferred).5+ years of experience in customer success or account management, with 2+ years in a leadership or managerial role.Strong leadership skills with the ability to motivate and guide a team toward achieving goals.Excellent communication, negotiation, and interpersonal skills.Analytical mindset with the ability to interpret data and trends.Proficiency in customer success software, CRM platforms, and data analytics tools.Ability to work collaboratively in a fast-paced, dynamic environment.Customer-centric mindset with a passion for delivering exceptional client experiences.
***In terms of logistics, all interviews will take place over phone or video due to the ongoing coronavirus pandemicSpiceworks Ziff Davis is a safe, inclusive workplace for people of all backgrounds and walks of life. Some candidates may see a long list of job requirements and feel discouraged because they don't match every single bullet point - we suggest, please apply anyway. We're flexible on location wherever possible - we are a Work From Anywhere company. We don't believe in a "perfect" candidate because we believe in our core value, "Evolve and Adapt Quickly". If you believe this is a role that you'll be excited to work in every day, want to be a part of a culture like ours, and will be relentless about pushing boundaries to succeed, please apply.Who we areSpiceworks Ziff Davis (SWZD) powers Authentic Connections™ for B2B tech vendors with insights and solutions that enable them to navigate a complex buying journey. We leverage a unique combination of first-party and third-party intent with firmographic and technographic data for unmatched visibility and valuable context into evolving buyer needs. Our key competitive advantage is in our owned and operated network of Community, Tools, Apps, Content, Research and Demand Gen brands. A division of Ziff Davis (NASDAQ: ZD), SWZD is a global leader in intent-backed, full-funnel marketing solutions that fuel pipeline and revenue growth for B2B sales and marketing organizations. About SWZD | Open Job Opportunities | The 2025 State Of ITSalary Disclosure: Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The base pay for this position ranges from $120,000 - 140,000, plus incentive compensation (for eligible roles only), 401K with company match, medical, dental, vision, and life insurance, short and long-term disability, and a flexible time off policy.