Manager of Customer Success

Remote from: USA
Salary, USD: 89,600 - 134,400/yr
Category: Customer Success
Job type: Full Time,
Opening date: 5 Mar 2023
Closing date: 4 Apr 2023
Views: 680

About company

— Job description
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About Bonusly

The HR initiative people love, a fun and easy way to engage all of your employees no matter where or how they work. 💚

Internet
2012

5.0 Rated

Make recognition fun. Love your work.

Join our small but growing team dedicated to building engaged, recognition-rich cultures in workplaces across the globe!

*** Bonusly’s “Workplace”: Bonusly is still hiring! We currently conduct all interviews and on-boarding new hires remotely. Bonusly has both a hybrid and remote workforce and will furnish all employees with what they need to work remotely. ***

What is Bonusly?

Bonusly provides solutions to create high-performance, high-engagement teams. We believe that success in business is determined by people, working on teams, to solve novel problems. That belief extends to our own team, and we’d love for you to be a part of it.

What is our mission?

Our mission is to help people connect with their work and each other in meaningful ways. Our vision is for every organization to reach success by using Bonusly to build high-performance, high-engagement teams. We believe that the way we work today can be so much better.

How do we get there?

Our top-rated SaaS platform is built by the talented and creative team here at Bonusly. We work with autonomy, responsibility, and purpose. We are driven by a desire to make meaningful impacts for our customers, and to be excellent teammates to each other along the way.

We’re looking for a people, process and revenue-focused Manager of Customer Success to scale our Customer Success team. You’ll be responsible for managing and growing a team of dedicated CSMs focusing on driving product adoption, leading a positive customer experience, and driving growth through renewals and gross revenue retention improvements. This position reports directly to the VP of Customer Success.

You’ll have the opportunity to shape the organization in meaningful ways and play a pivotal role in reducing customer churn, scaling our business and your team of rockstar employees.

At Bonusly, you’ll…

Motivate, develop and hire a high-functioning team that exceeds goals and drives business value
Run weekly 1:1’s, team meetings and daily huddles with your team
Report on individual and team progress towards revenue based KPIs
Empower CSMs to successfully manage a book of business
Reduce churn and partner on expansion opportunities with sales team
Drive our customers to adopt Bonusly solutions and increase participation, contributing to a healthy book of accounts.
Excel at delivering delightful experiences, with a focus on customer happiness, success, and retention.
Collect customer feedback and advocate customer needs cross-departmentally, especially with Product and Engineering
Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
Assess current processes with the goal of identifying and implementing efficiencies

You’re a great fit if you…

Have 5+ years of experience in a customer-facing environment
Have 3+ years of people management experience in Customer Success or Account Management
Have experience working with project teams that include C-level executives
Are able to work in an ever-evolving environment to collaborate across multiple levels to achieve cross-functional business objectives.
Love tracking and measuring data to understand how your team is performing against KPIs and where improvements can be made
Prioritize customer experience by building meaningful and trusting relationships

Bonusly points for…..

Have experience building/managing Customer Success/Account Management functions, particularly in SaaS companies.
Have experience managing accounts within Human Resources (or related) software companies.