Manager, Customer Success

🕒 il y a 1 jour

🇬🇧 Royaume-Uni – Télétravail

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

👻 Score fantôme 10%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Ping Identity

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2002

💼 Conseil

🏥 Santé

📦 Logistique

💰 €35 000 000 Series F - Ping Identity en 2014-09

Consulting • Healthcare • Logistics

Content Conspiracy est une agence créative de copywriting et de design. L’entreprise est spécialisée dans la production d’un large éventail de contenus et de services de design qui aident les marques à se démarquer et à faire entendre leur voix. Nos prestations incluent la rédaction (copywriting) et l’édition pour divers usages tels que les rapports annuels, les brand stories et les contenus web, ainsi que des services de contenu créatif et de design comme la conception de logos et d’identités visuelles, d’infographies et de sites web. Content Conspiracy propose également des formations et des services d’Instructional Design via des ateliers sur mesure et des programmes de formation à la communication d’entreprise. Entreprise agile et 100 % remote, elle opère depuis Bengaluru, Mumbai et Boston, et accompagne une grande variété de clients à travers le monde.

Description

• Lead a team of Customer Success professionals responsible for adoption, value realization, renewal, and expansion across a defined customer portfolio • Set expectations, build scalable processes, and partner with Sales, Renewals, Support, Product, and Professional Services • Own team renewal, churn, and expansion outcomes in partnership with Sales and Renewals • Ensure strategic success plans for priority accounts with business outcomes, owners, and timelines • Oversee annual department KPI targets for assigned regions • Identify at-risk customers, drive save plans, and coordinate cross-functional mitigation actions • Use segmentation, health scores, product usage, NPS/CSAT, and support signals to prioritize interventions • Recruit, onboard, coach, develop, and conduct performance reviews for the Customer Success team • Build career development plans including skills, certifications, and stretch assignments • Implement and improve adoption, value realization, and churn mitigation processes and playbooks • Drive effective use of Customer Success platforms, CRM, and support systems • Own forecasting and reporting for renewals, risk, and expansion opportunities • Maintain accurate documentation including success plans, notes, health updates, and risk registers • Serve as the primary Customer Success contact for cross-functional teams • Align with Sales on programs, account strategies, deal reviews, and executive engagement plans • Collaborate with Marketing on customer events, advocacy, references, and customer stories • Represent Customer Success in escalations and incident reviews • Deliver outcomes measured by renewal rate, churn, expansion, coverage, customer advocacy, and team health/performance

🎯 Exigences

• Experience in Customer Success, Account Management, Consulting, or related customer-facing roles in B2B SaaS / enterprise software • Experience leading and mentoring teams • Experience running a four-quarter rolling churn forecast and delivering weekly executive-level updates for an enterprise-level book of business • Ability to manage change and lead a team to deliver business objectives in an evolving landscape • Strong organizational and prioritization skills • Proven ability to own a book of business, interpret health scores, usage, pipeline, and churn trends, and convert insights into action • Ability to lead company programs cross-functionally with Sales, Support, Product, and Professional Services • Experience driving customer adoption and value realization with complex, multi-stakeholder accounts • Comfort working with Director, VP, and C-level executive stakeholders • Excellent written, verbal, presentation, communication, and storytelling skills • Strong understanding of subscription / ARR business models, renewals, and expansion mechanics • Previous roles in Private Equity / VC owned businesses • Preferred: Experience in Identity & Access Management (IAM), cybersecurity, or adjacent enterprise SaaS • Preferred: Hands-on experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero and CRM tools such as Salesforce • Preferred: Experience managing distributed / remote teams across regions

🏖️ Avantages

• Flexible, collaborative work environment • Company culture that empowers employees to do their best work • Employee Resource Groups • Regular company and team bonding events • Competitive benefits and perks • Global volunteering and community initiatives • Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations)