Manager, Customer Success – Strategic Accounts

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🕒 Setembro 1

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $120.000 - $150.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 9%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Employ Humanity

SiteLinkedInTodas as Vagas

1 - 10 funcionários

Fundada em 2017

💼 Consultoria

📣 Marketing

👥 RH Tech

Consulting • Marketing • HR Tech

A Employ Humanity é uma firma de desenvolvimento de liderança e design de cultura fundada por Bill Marklein, que ajuda organizações a construir liderança servidora, uma cultura de trabalho mais forte e branding de empregador através de palestras, workshops, conferências, programas de treinamento (incluindo Sunday Night Leadership®), cursos para equipes e retiros estratégicos. A empresa organiza eventos como o Leadership Day no Lambeau Field, oferece serviços de palestras e treinamento corporativo, e promove a excelência no ambiente de trabalho e o engajamento dos funcionários para audiências empresariais. A Employ Humanity também mantém uma grande audiência social e apoia associações, nomeações e premiações para celebrar a liderança e grandes locais de trabalho.

Descrição

• Lead, mentor, and set performance expectations for a team of Customer Success Managers • Conduct regular evaluations and provide timely, constructive feedback • Foster collaboration, accountability, and continuous improvement • Recruit, hire, and onboard talent • Run structured 1:1s reviewing books of business, escalations, OKR pacing, cancellation forecasts, and renewal pipelines • Review customer calls and provide documented coaching on renewal discovery, negotiation, value and ROI framing, and objection handling • Run weekly team meetings and audit CRM or customer success platform data quality • Manage executive-level relationships across High Touch and Strategic Accounts • Lead or support complex, high-risk, and high-value renewal conversations • Guide CSMs on account strategy, problem-solving, and relationship-building • Own the end-to-end renewals process and ensure early engagement, renewal intent, documented strategies, and risk tracking • Ensure standard price uplift positions and drive forecast discipline • Partner with Sales and Finance/Deal Desk to structure renewal terms • Ensure accounts have outcome-based success plans and adoption playbooks • Maintain multi-threaded relationships and build second-layer relationships on key accounts • Own the voice-of-customer loop, including NPS follow-up and detractor action plans • Resolve escalations within SLA and document risk and sentiment data • Develop segment strategy, account coverage strategy, territory design, and resource planning • Analyze book-of-business trends and develop playbooks for health, adoption, retention, and expansion • Collaborate with Sales, Product, Marketing, and Support leadership • Establish KPIs, dashboards, and reporting for retention and growth objectives • Own segment-level GRR, NRR, churn, uplift expansion, renewal rate, forecast accuracy, multi-year renewals, logo retention, health scores, NPS, adoption, and business review completion • Prepare reports for senior management • Track team capacity and recommend headcount changes • Identify skill gaps and implement training and workshops • Ensure timely completion of enablement and maintain product and roadmap expertise

🎯 Requisitos

• Proven leadership experience in a high-growth, fast-paced SaaS environment • Minimum of 5 years of relevant experience in Customer Success or Account Management • At least 2 years of experience at the leadership level • Assertive, positive, and effective written and verbal communication • Strong attention to detail • Ability to influence credibly at all organizational levels, including executive and C-level • Ability to understand and articulate new technologies and their value propositions • Ability to thrive in a dynamic, fast-paced environment while managing a high volume of customer interactions and team coaching

🏖️ Benefícios

• Remote-first culture with flexible work scheduling • Unlimited PTO • Medical, dental, and vision coverage • Training, mentorship, and learning and development programs • Career development opportunities • Regular in-person meetups • Performance bonuses • Equity • Comprehensive benefits package

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