Manager, Customer Success

About The Role and Customer Success Team
 

We are looking for a strategic, relationship-minded and experienced Manager of Customer Success to join our ranks, as we exponentially grow our business and customer base. 

Our Customer Success team supports a wide array of customers along their entire cyber security journey, as they engage with us and adopt our cyber security services to achieve their goals. We ensure customers are optimized and scale effortlessly through impactful engagements, all focused on driving cyber risk reduction, business and technical value. Our obsession is understanding a customer’s business goals to build lasting partnerships that continue to add value over time.  We are laser focused on making customer success a company-wide imperative and building a culture around putting customers first.

Who You Are

As the Manager, Customer Success, you will lead the Customer Success team who is responsible for making all customers in your team’s portfolio successful - which ultimately assures revenue retention and customer growth. 

You are excited about helping our customers transform and optimize their customer experiences, and you will instill that expertise into our team. You are able to innovate in rapid cycles and test solutions to learn what works, then feed insights into a strategy and long-term solutions.

You must have scale-up culture in your DNA and get energized by a low-ego, “all hands on deck” environment. You care deeply about not only making your team’s portfolio customers successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks - upping the game of the CSM team. You are a customer-focused leader — an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work.

You are passionate about attracting and developing high quality talent to eSentire. You thrive on leading and inspiring that team to greatness and achieving ambitious goals and innovating strategies that maximize leverage. 

What You Are Great At
 

You are radically focused on ensuring we make every customer’s experience memorable while empowering your team to do the same.  You aspire to maintain industry leading retention rates and at the same time you are not afraid to jump in to assist your CSMs should they require your help.  You seek opportunities to take teams and our business to the next level, and do not stop short of advocating and being a champion for our customers.   

Working with the Customer Success Leadership team, you will lead teams to deliver an exceptional customer experience - consistently.  Additional responsibilities will include that you:

• Continue to build upon a team that wins, has fun and lives the eSentire values
  • Be an inspirational role model by challenging and maximizing the strength of the team, aligning their efforts to the mission and vision of the organization.
  • Grow, train, and coach your team, so that they consistently set a standard for the experience they give our customers in the eSentire customer journey, are fulfilled by their work, and have a strong understanding and plan for their careers
  • Inspire team to action, aligning with the operational agenda across customer group
  • Ensure that you and your team are aligned against priorities
• Drive customer outcomes, product adoption and customer experience
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Focus on retention and drive new and expanded business growth through greater advocacy and reference ability
• Foster collaboration within the Customer Success team and organization; Work closely with sales management to align on strategies, expansion, and account opportunities (i.e., opportunities and risks)
• Drive Account Growth Outcomes:
  • Expand our revenue in accounts through new sales and up-sell opportunities
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• Partner with Sales, Product, and Marketing Leaders to identify trends and uncover opportunities for improved or new success engagements, customer training offerings, and product feedback.

 What We Require

• BA/BS degree or equivalent practical experience.
• 5+ years experience, ideally managing complex enterprise & mid-market accounts, preferably in a Security, SaaS or MSP based organization.
• Demonstrated progressive experience leading customer success managers, account management, or sales teams.
• Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices.
• Proven ability to develop strategies, translate them into initiatives and track successful delivery.
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Able to collaborate across the organization and with external stakeholders.
• Experience successfully working with senior (C-level) executives.
• Willingness to travel up to 20%.
• If the successful candidate lives within 50 km of our office in Waterloo, Ontario this will be a hybrid position (Monday and Friday – work from home, Tuesday, Wednesday and Thursday – work onsite). If the successful candidate lives more than 50 km from our office in Waterloo this will be a remote position.