Manager, Growth Customer Success, EMEA

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3 days ago

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Referral Jobs (askreferral.io)

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B2B • Recruitment • SaaS

Referral Jobs (askreferral. io) is a professional networking platform designed to facilitate job searches and recruitment through referrals. The platform connects job seekers with referrers, recruiters, and alumni networks to streamline the hiring process and enhance job visibility. With features such as AI-based candidate search tools, automated lead generation, and comprehensive interview preparation resources, Referral Jobs aims to help candidates get hired faster and assist recruiters in finding the best talent for their organizations. Trusted by thousands of companies, it offers a community-driven approach to job referrals and recruitment management.

1 - 10 employees

🤝 B2B

🎯 Recruiter

☁️ SaaS

📋 Description

• Coaches and mentors a team of Growth Customer Success Managers to achieve defined performance metrics (measured weekly, monthly, quarterly), and planning and leading weekly team meetings. • Oversees and is responsible for the onboarding process and training of new CSMs, including the appointment of a mentor/buddy. • Ensures team cohesion, collaboration, understanding and application of department processes and internal SLAs. • Ensures team members are providing the best value assessments for customers through review of metrics for completed casework. • Plans and leads weekly team meetings. • Collaborate with all internal departments for process improvement, establishing SOPs and generally streamlining collaborations. • Oversee the evolving customer relationship to ensure each customer is fully invested in Remote services & expertise, as well as additional services as applicable with the goal of retention and client loyalty. • Develop an in-depth understanding of each CSMs client base and coach the team to clearly define their purpose, needs, goals, and objectives. • Practice continuous learning and improvement for self and team to remain current and become SME on existing and new Remote products, accessories, integrated products and services. • Promote and review proper usage and documentation of all interactions in Slack, Vitally, Notion, Zendesk, portals, including problem resolution, and relevant customer information.

🎯 Requirements

• Demonstrated Leadership experience in a customer success position strongly preferred, or relevant people management skills in a related field • First hand experience as an individual contributor with direct client-facing experience. • Experience working with brand image and promoting value through customer experience. • Exceptional ability to communicate and foster positive relationships. • Experience in managing a diverse group and training each according to company standards. • Ability to establish milestones and keep all team members on task. • Experience analyzing and optimizing existing departmental processes. • Deep understanding of customer concerns & thoughts regarding the use of products, and the ability to troubleshoot as needed. • Ability to independently manage high stake customer escalations. • Technical skills related to reporting, project management and process improvement. • Fluent written and spoken English, and well structured communication skills in speaking, presenting & writing. • Experience working in a global organization and start-up environment is preferred, but not required. • It's not required to have experience working remotely, but considered a plus.

🏖️ Benefits

• work from anywhere • flexible paid time off • flexible working hours (we are async) • 16 weeks paid parental leave • mental health support services • stock options • learning budget • home office budget & IT equipment • budget for local in-person social events or co-working spaces