Title:  Manager, Customer Success Excellence and Go To Market

Job Overview:

Manager of Customer Success Excellence and Go To Market will lead a team of program managers responsible for transforming traditional success motions into an outcomes-based model with a strong emphasis on customer technical health and adoption. This role is pivotal in driving high growth through digital engagement via AI and ensuring scalability across the organization. This position requires a transformative mindset to unify processes, resources, and success offers under a customer outcomes-based framework.

Core Responsibilities:

• Lead and mentor a team of program managers, emphasizing the development of customer success competencies and capabilities required to deliver innovative, technology-driven solutions that elevate customer experience and outcomes
• Manage the day-to-day execution of customer success programs to support the organization's shift toward increasing technical customer engagements and digital transformation initiatives
• Collaborate extensively with internal teams to communicate process changes, proactively address gaps, and embed leading-edge practices that strengthen customer engagement and foster a culture of continuous learning and capability-building within the team

Process Optimization and Program Management:

• Collaborate with customer-facing teams to assess operational gaps and drive improvements while working cross-functionally with IT, Revenue Operations, & Support Operations
• Work with field leadership and internal stakeholders to gather business and system requirements for a unified CRM platform, including the ingestion of disparate data sets that capture customer engagement activities, customer milestones, risks, and success plans
• Define business and system requirements for digital customer engagement motions, ensuring alignment with overall customer success strategies and leveraging digital tools and AI automation to enhance customer interactions and outcomes

Business Performance Optimization (who is key business partner in Sales Operations):

• Provide well-documented business requirements to Revenue/Sales Operations to support the metrics center with appropriate data feeds, dashboards & visualization, ongoing data analysis, and customer insights
• Establish and monitor key performance indicators (KPIs) to measure the success of customer success initiatives and drive continuous improvement
• Provide timely, accurate Monthly KPI updates, including time to value, performance of Customer Success covered accounts, customer health score, CSAT, etc.
• Be proactive in analyzing and interpreting data to identify trends, opportunities, and potential bottlenecks, providing actionable insights to leadership
• Support the creation and delivery of content to internal stakeholders and leadership in the form of MBR, QBR, and ad-hoc data analysis
• Program management of customer advocacy programs and ensure the voice of the customer is elevated to the appropriate internal organizations
• Collaborate with relevant teams to ensure effective compensation planning, aligning incentives with customer success objectives and organizational goals

Education and Qualifications:

• Experience: Minimum of 10 years of experience leading business and technical program teams within customer success, program management, or a related field, with a demonstrated ability to drive successful customer outcomes
• Technical Leadership: Proven experience in guiding cross-functional technical teams, coordinating the integration of digital tools, AI automation, and data platforms
• Digital Proficiency: Understanding of digital customer engagement strategies, with hands-on experience implementing and optimizing technology solutions
• Leadership Skills: Strong leadership qualities with the ability to mentor, motivate, and foster collaboration within multidisciplinary teams
• Analytical Skills: Advanced analytical and problem-solving abilities, leveraging data and technology to inform strategic decisions and continuous improvement
• Communication: Exceptional communication and interpersonal skills, adept at translating concepts for diverse stakeholders and building consensus across teams
• Education: Bachelor’s degree in Computer Science, Engineering, Business, or a related field - or commensurate experience; an advanced degree (MBA, MS, or equivalent) is preferred