Manager, Customer Success

August 30

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Insider, Inc.

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The global digital media organization behind Insider, Business Insider, Markets Insider, and Insider Intelligence.

1001 - 5000

Description

• Business Insider is looking for a Manager of Customer Success to lead and manage our Customer Success team. • This role will oversee the entire customer success journey, ensuring an excellent experience for all subscribers. • You will manage a B2B Customer Success Manager (CSM) who is responsible for client communications and engagement across the subscription lifecycle. • You will also lead the management of 2-3 agents from a third-party customer support vendor, ModSquad. • This role reports directly to the Vice President, Customer Success, and Group Subscriptions, and sits on the Subscriptions team.

Requirements

• Strategic Thinker: You have a keen eye for identifying areas of improvement and can develop and execute strategies that enhance the customer experience and drive retention. • Data-Driven: You can analyze complex data sets, draw actionable insights, and communicate these findings to stakeholders clearly and concisely. • Innovative Problem Solver: You are always seeking ways to streamline processes and implement innovative solutions that enhance efficiency and effectiveness. • Fast Learner: You have the ability to take in and quickly digest new information and desire to learn quickly in a fast-changing environment. • Strong Communicator: You can communicate effectively with stakeholders at all levels, from senior executives to team members, ensuring alignment and clarity. • Leadership & Mentorship: You have experience managing and mentoring direct reports, helping them grow and succeed in their roles. • Customer Success or Customer Support: Experience in customer success, customer support, or a related field. • Technical Skills: Experience with customer support systems like Zendesk and CRM platforms. Familiarity with data analysis tools is a plus.

Benefits

• Unlimited PTO • 10 paid holidays • 16 weeks of parental leave • Comprehensive medical, dental, and vision insurance plans • Matched and vested 401k plan • Access to resources for financial planning guidance, family planning services, mental health reachout and Employee Assistance Programs (EAP) • Additional benefits include commuter benefits, phone reimbursement, gym membership discounts, and more