[Hiring] Customer Success Program Manager @MarketStar

Role Description

MarketStar is seeking a Program Manager to support our newest SaaS client in Salt Lake City. As a Program Manager, you will be responsible for leading and managing a team of customer success professionals to achieve sales targets and drive revenue growth. You will also serve as a point of contact for our client stakeholders and will be responsible for building and maintaining productive professional relationships. In this role, you will develop and implement strategic sales plans, analyze market trends, monitor competitor activities, and provide regular sales performance reports to senior management. Effective communication, leadership, and analytical skills will be essential for success in this role.

• Manage client relationships and day-to-day engagement as the main point of contact for client stakeholders.
• Identify and provide clear program objectives focused on sales and operational solutions to key internal and external stakeholders across the business.
• Manage program finances, program expenses, commission and incentive plans, monthly invoice approval with Finance, and overall budget attainment against gross margin goals.
• Develop and deliver business reviews, typically monthly or quarterly, across multiple levels of client stakeholders including the C-Suite.
• Oversee sales team performance by driving quota attainment including metric attainment, quota management, forecasting, and data trend analysis.
• Develop and coach a team of employees and/or leaders through daily performance management, training, and development plans focused on obtaining program objectives.
• Be a strong leader focused on knowing your people, understanding their "why," and motivating them to drive personal success.
• Deliver on critical timelines and deliverables associated with strategic planning and performance management of the program.
• Maintain staffing optimization through deliberate hiring practices, employee retention, performance planning, and disciplinary action.
• Collaborate frequently within the MarketStar ecosystem including your Director and VP, Business Intelligence, Talent Solutions, Talent Acquisition, and MarketStar Foundation.
• Identify strategic initiatives to grow and adapt the program to market conditions and client needs alongside your client contacts with a focus on increasing team size.
• Appropriately manage personnel by applying employee policies, compliance, and local regulations.

Qualifications

• Experience with payment processing, money movement, or other financial/payment products.
• Proven experience in a customer success or account management role, ideally within a SaaS, financial software, or subscription-based business model, including managing a dedicated book of business in the mid-market space.
• Strong experience in a B2B customer success environment; experience in SaaS or tech sales highly preferred.
• Experience leading frontline managers in a B2B customer success environment; SaaS or tech sales highly preferred.
• Experience managing client or stakeholder-based relationships.
• Track record of goal attainment in a sales role or as a sales leader; experience with remote teams a plus.
• Experience utilizing and interpreting data and reporting in a sales environment to drive performance.
• Proficient understanding of technology tools including CRM and sales acceleration platforms.
• Proven success working with other departments or individuals to achieve business outcomes.
• Demonstrated ability to communicate professionally to a team, senior leadership, and internal resources.
• History of developing and presenting business reviews in a live or virtual setting.
• Demonstrated success in following, teaching, and coaching a customer success or sales process to improve the performance of others.
• Understanding of project management fundamentals including time management, organizational skills, and holding others to achieving project milestones.
• Aptitude for managing budgets associated with P&L and related business expenses.
• Growth mindset for developing professional & personal aptitude and expertise.

Benefits

• Structured learning and career development programs.
• Mental health program.
• Generous Paid Time Off policy.
• Paid medical leave.
• Child/Dependent care reimbursement.
• Education reimbursement.
• 401k match, hardship loan program, access to financial wellness advisor.
• Comprehensive healthcare coverage including medical, dental, and vision.