[Hiring] Senior Customer Success Manager @Property Leads

Role Description

The Customer Success Manager role is pivotal in steering our CS operations towards excellence. This role demands visionary leadership intertwined with actionable strategy. Tasked with harmonizing team efforts, refining retention methods, and nurturing client relationships, the CS Manager also ensures optimal team performance and fosters a culture of unity and motivation.

The Customer Success Manager, in close coordination with the company's executive team, will:

• Establish retention targets
• Devise retention and growth strategies
• Analyze performance data
• Oversee training
• Mentor the CS team
• Provide overall CS team management

Responsibilities

• View customer success as a reverse sales role, selling clients on why they shouldn't leave.
• Team Leadership & Motivation:
  • Oversee and mentor the CS team (including the refunds team)
  • Ensure alignment towards common objectives
  • Foster unity and motivate members through effective incentive schemes
  • Acknowledge team achievements
• Book of Business Ownership:
  • Maintain and actively manage a small, high-value book of business
  • Serve as a model for best-in-class customer management
• Strategic Development & Client Relations:
  • Design strategies that enhance revenue retention rates
  • Bolster client satisfaction
  • Maintain a deep understanding of customer needs and preferences
• Client Nurturing & Conversion:
  • Create a robust follow-up system for all clients
  • Aim for maximum customer satisfaction, growth, and retention
• Performance Management:
  • Monitor team metrics
  • Ensure adherence to organizational expectations
  • Reward high performers
  • Address underperformance with patience and strategic interventions
• Training & Staffing:
  • Coordinate with company founders for continuous training and professional development
  • Forecast recruitment, selection, onboarding, and training needs
• Inter-Departmental Collaboration:
  • Work closely with the marketing team for lead quality feedback
  • Ensure effective collaboration between CS, Sales, and Marketing teams
  • Oversee refunds team to resolve declined refund disputes
• Social Media:
  • Monitor social media groups for negative feedback
  • Respond immediately to avoid viral threads

Results (First 90 Days and Onward)

• Achieve an overall revenue retention rate of 90%+ or higher
• Create a data-driven incentive structure for the CS representatives
• Evaluate team performance and make clear, timely decisions on coaching, retention, or replacement
• Ensure a steady increase in client engagement numbers quarter-on-quarter
• Weekly report of total CS activity for entire CS team is filled out and presented to Executive Team
• Define and implement KPI benchmarks for all CS team members
• Enforce daily KPI tracking and reporting
• Drive performance through ongoing coaching (including role play) and PIPs when benchmarks are not met
• Company values and culture are maintained and reflected by all on CS team
• Maintain effective communication with the Sales Manager

Qualifications

• Proven 5+ years of work experience as a Customer Success Manager, ideally in the pay-per-lead or marketing services industry
• Demonstrated experience in scaling small customer success and support teams
• Ability to drive the CS pipeline process from plan to close
• Excellent mentoring and leadership skills
• Strong business sense and industry expertise
• Familiarity with CRM software (Freshdesk and Go High Level)
• Highly motivated with a proven track record in customer success
• Strong interpersonal, communication, and negotiation skills
• Engages customers through their preferred communication channels

Compensation

• Base: $100,000/year to $140,000/year
• OTE: $180,000/year to $200,000/year
• The salary range may be inclusive of several levels applicable to the position
• Final salary will be based on a number of factors including level, relevant prior experience, skills, and expertise

Benefits

• 100% Individual Coverage for Health Insurance (Medical, Vision, Dental)
• 401k with a match
• Fast-moving team, low bureaucracy, high ownership
• 100% remote — work from anywhere
• Direct impact on company growth and product direction