Manager of Customer Success

Company: Voxie
Location: Boston
Posted on: May 16, 2022

Job Description:

Meet Voxie

How they describe themselves Voxie is the world's first conversational commerce platform for B2C brands. We're building the future of communication by helping brands build meaningful relationships with their customers through conversation (SMS to start).

Recently named a Top 10 most innovative technology company, Voxie is backed by top tier VCs and uber-successful founders from companies like Salesloft, Pardot, Vonage , and Callrail .

Life at Voxie
A no-BS, bureaucracy-free culture where you're empowered to make decisions and move quickly - the best gear to do your best work, including quarterly all company get-togethers and a culture that invests in helping you level up and grow.

Why You'll Love Voxie
Putting customers first. Win and work as a team in everything they do. Results-oriented (they work smart). Bias towards action. And they are eternal optimists. Those are the values that define who they are and create the foundation of what they're building.
They are venture-backed (launched mid-2018) and since then are powering conversations for some of the world's largest brands like Danone, Unilever, Lululemon , and Samsung while helping emerging brands go to market faster using the Voxie platform.
On a mission to redefine how brands connect with their customers in meaningful ways that don't involve email spam and canned messages. This is challenging work but their team of passionate, creative problem-solvers makes the journey exciting! They are fast-paced, innovative and collaborative. They prioritize having fun along the way and empowering their employees to truly do their best work

--- RedBeard's Top Highlights about Voxie
You'll be a part of the early team of a fast-growing company building an amazing culture with a supportive CEO and teammates who care
You will work with an incredible cross-functional team who you'll learn from and teach every day
They're building a rocket ship - you'll get to experience that first-hand and have a voice in steering our journey
You will hear "Yes! Let's do that!" and then have the ability to successfully execute your ideas
You will grow more here than anywhere else. That's a promise.

What You'll Bring
You may have achieved the following through 5+ years Customer Success SaaS management experience with exposure to marketing tech (or Marketing!)
Be the coach that can lead your team to victory
You love seeing the people around you succeed and you know when to let them shine. Your success is their success and you are comfortable being the person behind the curtain making things work. This is your show to conduct!
The know-how to work "scrappy" You know how to roll up your sleeves and do what it takes to "make it work".
Be a knowledgeable advisor on all things text-messaging and marketing
Your team will look to you on staying up to date with the best practices and trends on how text-based marketing is being used in industry and how to best strategise the channel within their client's specific marketing mix. Having this knowledge will help them escalate to you and push training forward.
A master juggler of projects and priorities
You are able to run several projects and give due care to multiple projects simultaneously. This includes maintaining your team's success while also collaborating with other departments to work on the Voxie value that is recognised by their clients.
Driven to deepen relationships and increase product adoption and usage
You are passionate to enable your team members help their clients achieve their strategic goals (which in turn drives usage and adoption which in turn drives account growth and retention). A win-win all round.

What You'll Do
Inspire the team of CSMs working with our customers, coaching them to deliver best-in-class service
Own the engagement, retention, and growth of our portfolio of customers, specifically: forecasting, save plays for risky customers, and strategies to help the team meet its retention goals
Strong understanding of your team's customers and their problems, spotting trends and developing insights to share with the broader customer experience team
Work with CSMs to understand business needs and objectives, craft appropriate strategies, and identify/implement campaigns to help achieve customer goals
Execute processes and programs to improve customer engagement and adoption to mitigate customer risk and drive value
Serve as a point of escalation for customer issues, and work directly with customers, CSMs, and support to ensure resolutions are met
Meet with key leaders in our customers' companies to help increase value, retention and expansion
Analyze key performance indicators, leveraging tools such as SalesForce.com, Salesloft Conversation, and ChurnZero to gauge customer health on a daily, weekly, and monthly basis
Provide active coaching, development, and feedback to CSMs utilizing hard metrics derived from dashboards and reports
Provide active coaching and prep for CSMs in live call and onsite meeting environments
Collaborate cross-functionally with Sales, Support, Product, Marketing, and Engineering to better support customers
Assist with and inform on staff compensation, hiring, and promotions
Analyze customer and team performance data to make informed decisions about operational and procedural changes
Partner with CX leadership on the greater vision and strategy for the CSM team, proactively identifying areas for innovation and improvement to help drive significant and sustained year-over-year growth

What's In It For You
Unlimited PTO and Sick Days
100% of employee health, dental, vision insurance premiums covered
Flexible schedule and remote work + hybrid
Work from home stipend
Monthly team lunches and happy hours
Very fun start-up culture
Braggable Swag
Generous paid family leave
Also included in Health Benefits Program: Flexible Spending Account, Health Savings Account, Health Advocacy, Virtual Health.

Keywords: Voxie, Boston , Manager of Customer Success, Executive , Boston, Massachusetts