Manager of Customer Success

Position Summary

The Manager of Customer Success will join the Global Customer Experience team as a critical part of maintaining the team's ability to scale efficiently while providing information needed to make data driven decisions. This includes tracking key performance indicators and analyzing trends to continuously improve service delivery. The manager also oversees the contract training pool, ensuring that all contract trainers maintain up-to-date certifications and are equipped to deliver high-quality training to customers while also managing their invoices and the approval process. In addition, the role involves managing and developing the learning management system (LMS), which serves as a central hub for training resources and certification tracking. By working closely with Customer Success Managers and other members of the organization, the Manager of Customer Success actively drives initiatives to increase customer adoption of warranty and support contracts, thereby enhancing customer satisfaction and retention.

Key Responsibilities

• Maintain and develop metrics to enable data-driven decision-making, including tracking key performance indicators and analyzing trends to improve service delivery.
• Oversee the contract training pool, ensuring all contract trainers maintain up-to-date certifications and are equipped to deliver high-quality training; manage their invoices and approval process.
• Oversee the budget of the training program, inclusive of the cost of contract trainers through invoicing.
• Monitor the budget for the Customer Success team's travel and expenses.
• Assist the customer success team through strategic planning to ensure the needs of the key accounts are met in an efficient manner.
• Manage and develop the learning management system (LMS) as a central hub for training resources and certification tracking.
• Collaborate with customer success managers and other members of the organization to drive increased customer adoption of warranty and support contracts, enhancing customer satisfaction and retention.
• Travel domestic and international to support the above up to 20%.

Skills & Qualifications

• Proficiency in developing and maintaining metrics for data-driven decision-making.
• Strong communication skills, with the ability to inform and influence diverse audiences.
• Experience managing customer and internal communications.
• Ability to manage complex logistics and satisfy customer needs.
• Experience in creating and maintaining scalable systems, such as learning management systems (LMS) for training resources and certification tracking

Education & Experience

• Bachelor's Degree or equivalent work experience. Master's degree preferred.
• Experience making data driven decisions.
• Demonstrated ability to design, implement, and sustain systems that effectively scale to accommodate both a growing install base and evolving customer needs.
• Personnel management experience with strong cross-team collaboration skills.

Additional Information

• This role is hybrid with 3 days onsite at our Burlington, MA headquarters
• This role requires travel of up to 20%
• This role reports to the Director of Customer Experience
• Compensation: The annualized base pay range for this position at the commencement of employment is expected to be between $100,000 and $120,000 per year; the base pay offered may vary depending on several individualized factors, including market location, job-related skills, and experience. This position may also be eligible to receive additional compensation, such as an annual incentive bonus, sales commission, or long-term incentives.