Manager, Customer Success

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DeleteMe

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2010

🔒 Cibersegurança

Cybersecurity • Privacy

DeleteMe é um serviço fornecido pela Abine, Inc. , especializado em proteção de privacidade online. Oferece uma solução para indivíduos e empresas removerem seus dados pessoais da internet de modo fácil e seguro. Desde 2011, DeleteMe tem sido o serviço líder em remoção de dados pessoais, ajudando clientes a proteger suas informações pessoais de motores de busca e corretores de dados. O serviço inclui a submissão de dados pessoais para remoção e oferece assistência especializada para buscar e apagar informações. DeleteMe oferece atualizações contínuas e relatórios, garantindo que os dados dos usuários permaneçam privados ao longo do tempo. A empresa atende clientes individuais e organizações, fornecendo recursos para combater ameaças online como doxxing e roubo de identidade.

Descrição

• Manage and coach a team of CSMs, fostering a culture of high performance, collaboration, and continuous improvement. • Conduct regular one-on-ones, performance reviews, and career development planning. • Develop and deliver onboarding and ongoing training programs for the team. • Define and refine the Customer Success strategy, including customer segmentation, engagement models, and success metrics. • Analyze customer health data to identify risks and opportunities, and develop proactive intervention strategies. • Work closely with Sales, Product, and Support teams to ensure a seamless and positive customer experience. • Oversee customer renewals and expansion opportunities, working closely with the Sales team to achieve targets. • Manage and optimize the tools and processes used by the Customer Success team. • Track and report on key Customer Success metrics, including Gross Retention Rate, Net Retention Rate, and Customer Lifetime Value (CLTV). • Act as an escalation point for critical customer issues. • Participate in high-stakes customer meetings and executive business reviews. • Gather and synthesize customer feedback to inform product development and company strategy.

🎯 Requisitos

• Minimum of 5+ years of experience in Customer Success or Account Management • Minimum of 2+ years in a leadership or management role. • Proven ability to lead, motivate, and mentor a team. • Exceptional written and verbal communication skills. • Strong analytical and problem-solving abilities, with proficiency in using CRM and Customer Success platforms. • Demonstrated experience in developing and executing customer success strategies. • Deep knowledge and understanding of verticals highly impacted by data exposure, like threat intelligence/protective intelligence, executive protection, and/or cyber security. • The ability to synthesize information and data, distill it into its most simple form and convey information to customers (internal and external) effectively.

🏖️ Benefícios

• Comprehensive health benefits - Medical, Vision, Dental • Flexible work schedule • 100% work from home • Generous 401k matching up to 6% • 20 days paid time off • 15 sick days • 12 company-paid holidays • Childcare expense reimbursement • Fitness and cell phone reimbursement • Birthday time off