[Hiring] Customer Success Team Manager @MarketStar

Role Description

MarketStar is seeking a Customer Success Team Manager to support our newest client. As a Customer Success Team Manager, you will be responsible for guiding and motivating a team of Customer Success Representatives. You will help monitor the team’s performance, implement customer success strategies, and provide regular coaching and support to improve their skills and knowledge.

Location: US - Remote

What will you do?

• Drive your team to meet and exceed metrics and client expectations through successful pipeline management processes.
• Coach and develop customer success representatives to succeed in hitting daily, weekly, and monthly input and output targets.
• Collaborate and align with other customer success managers within assigned program, sharing best practices and solving problems collectively.
• Present customer success solutions and strategies to clients, highlighting our value proposition.
• Utilize data management skills to analyze performance and ensure data accuracy.
• Ensure consistent and effective communication by holding regular team meetings, huddles, and employee 1:1s to ensure alignment to performance expectations and company values.
• Assess current team processes, procedures, and outcomes to identify opportunities for improvement, and build / execute plans to implement.
• Maintain strong client relationships through proactive engagement and effective communication.
• Ensure adherence to risk management and compliance standards in all sales activities.
• Collaborate with other departments to identify new business opportunities and support customer success and sales efforts.
• Other related duties as assigned.

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.
• Successful performance in B2B customer success or sales; experience in FinTech or SaaS sales highly preferred.
• Prior experience leading a team in a fast-paced, quota-driven environment; SaaS experience highly preferred.
• Excellent verbal, presentation, and written communication skills.
• Experience building strong relationships, managing conflict, and leading by example.
• Track record of coaching and developing low performers to reach target attainment.
• Familiarity with Microsoft and/or G Suite tools; Salesforce experience highly preferred.
• Customer-centric attitude with the ability to motivate others and drive standards of excellence.
• Ability to adapt and effectively multi-task in a dynamic environment.
• Strong analytical skills to interpret data and drive informed decision-making.
• Excellent client engagement skills to build and maintain strong relationships.
• Strong understanding of sales analytics including data and reporting trends, showcase/duplicate success, and identify/correct opportunities.
• Effective customer success or sales skills to support business development efforts and achieve sales targets.
• Familiarity with technology and tools to enhance customer success, sales operations, and client satisfaction; knowledge of Salesforce preferred.

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.