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Customer Service
Senior Manager of Client Success
@GoCo
[Hiring] Senior Manager of Client Success @GoCo
Mar 14, 2025 - GoCo is hiring a remote Senior Manager of Client Success. 💸 Salary: unspecified. 📍Location: USA.
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Role Description
As a CSM Manager, you’ll lead a team of CSMs to drive customer retention, Net Revenue Retention (NRR), and account growth while ensuring a seamless client experience. You’ll be responsible for coaching and developing your team, optimizing customer success strategies, and collaborating across departments to improve customer satisfaction and business outcomes.
Acting as a strategic partner for high-value accounts, you’ll proactively identify risks, mitigate churn, and champion expansion opportunities.
- Develop world-class CSMs, including skill development and defining clear success metrics
- Implement targeted improvement plans and provide 1:1 coaching to enhance performance
People Management, Leadership & Team Development
- Lead, mentor, and develop a high-performing team that exceeds customer success goals
- Foster continuous learning through coaching, training, and feedback
- Balance team member growth with company objectives, ensuring alignment
- Address performance challenges through constructive feedback and development plans
- Ensure that team members have the tools, resources, and support they need to excel
- Keep the team motivated and engaged, especially during challenges
Driving 100% NRR (Reducing Churn, Increasing Retention, Maximizing Expansions)
- Reduce churn and increase retention through proactive engagement & risk identification
- Drive NRR growth by identifying expansion & renewal opportunities
- Oversee the renewal process to ensure satisfaction and prevent churn
- Translate customer satisfaction insights into actionable strategies to boost loyalty and lifetime value
- Initiate manager intervention to address escalations, protect customer relationships, and reduce risks
Vision & Cultural Fit / Cross-Functional Collaboration
- Align team objectives with the company’s vision to drive business strategy
- Foster cross-functional collaboration with Sales, Marketing, and Product to enhance the customer experience
- Ensure clear communication between teams to align customer goals with company offerings
- Advocate for customer success in leadership discussions and strategic planning
- Lead by example, reinforcing company culture, values, and a collaborative team environment
- Resolve conflicts within the team and across departments to achieve positive outcomes
Qualifications
- 5+ years in a leadership role, with a proven track record of NRR success
- 7+ years in Customer Success, Account Management, or Client Services
- Experience in SaaS or HR Tech preferred
- Strong coaching, team development, and cross-functional collaboration skills
- A data-driven approach to customer success metrics and strategy
- Demonstrate knowledge of world-class CSM best practices in SaaS industry
Benefits
- Insurance benefits, including Health, Dental, Vision, HSA, Life Insurance, and more
- Equity/Stock options
- Flexible paid time off
- Paid parental leave
- More reading, for your leisure
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 14, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
