Job Description
As the Customer Success Manager at ServiceBridge, you will own the entire post-sale customer journey. You will build, train, and manage a team of onboarding and support specialists responsible for onboarding, training, and supporting ServiceBridge customers. 

You will manage all strategic customer relationships with enterprise and franchise customers, and will be responsible for tracking and managing customer health and churn.  You will be responsible for recovering churning customers, contract renewals, customer upselling, and managing public reviews. You will use metrics to manage and motivate your team in order to provide excellent customer onboarding and customer support. 

Expectations

• Own the customer onboarding, support, and account management
• Hire, train, and manage a team of Customer Success resources
• Grow new business through account creation, retention, upselling, and expansion
• Manage, prevent, and recover customer churn risks
• Manage customer Net Promoter Scores and public reviews
• Track team metrics; drive team performance through OKRs
• Own the Customer Success budget
• Willingness to travel up to 20%

Requirements

• BS or BA degree
• Experience in customer success at a technology company
• Strong ability to learn quickly and adapt to changes
• Experience in hiring, training, and team management
• Strong communication skills, both written and verbal
• Excellent organizational and time management skills

Bonus Points

• Field service management experience 
• Software as a Service experience
• Experience using JIRA

Benefits

• Competitive salary and performance-based bonuses
• Health, dental, life, and vision insurance
• Three weeks paid vacation plus standard United States holidays
• 401(k) plan with company match
• Maternity/Paternity benefit
• Health and wellness benefit
• Opportunities for professional development such as conferences, seminars and educational courses
• Team building events, Friday lunches, and stocked kitchen