The Manager of Customer Success oversees a multifaceted team of Customer Success Managers (CSMs), responsible for ensuring strong customer delivery outcomes resulting from successfully managed projects and initiatives within Assent’s Customer Experience department. This role requires a strategic leader who can seamlessly merge the responsibilities of promoting an excellent customer engagement experience while  managing day-to-day operations. They will help foster a culture of excellence, collaboration, and service orientation within the Customer Success team.Key Requirements & ResponsibilitiesManage the day-to-day operations of the Customer Success team, including recruiting, coaching, mentoring, and engaging CSMs to raise the bar for customer success and satisfaction.Anticipate, plan, and manage the transition of customer accounts between CSMs to optimize satisfaction and workloads.Review and develop CSMs through performance management and training initiatives, providing leadership knowledge and guidance to colleagues in the Customer Success department.Promote and maintain a congenial, productive, collaborative, and service-oriented work culture within the Customer Success team.Guide the team to successfully collaborate with Assent’s remote international workforce to facilitate productivity and effectiveness.Partner with members of the assigned account team to support customer escalations and ensure timely resolution.Establish clear goals and targets for the Customer Success team aligned with the company's overall objectives. These goals often include customer retention, satisfaction, upselling, and cross-selling.Provide timely and valuable feedback and recommendations to the Senior Managers, Senior Director and/or the VP of Customer Success on the requirements and needs of the function to meet objectives.Track and report on important business KPIs to monitor team performance and identify areas for improvement.Advocate and cooperate with all internal groups to ensure alignment on special projects and execution, driving continuous improvement and efficiency within the Customer Success groups.Stay current with regulatory updates to best support the team and customers, ensuring compliance with relevant standards.Collaborate with Supplier Success, Sales, and Data management on process improvements and shared team goals to enhance customer value and delivery.Ensure the team has security processes and procedures in place where applicable, managing infractions per corporate policy.
