Manager, Customer Success

LinkSquares

Boston, MA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Technology
  • Post Date: 01/12/2022
  • Website: linksquares.com
  • Company Address: 1 Lincoln Street 28th Floor , Boston, MA 02111

About LinkSquares

The AI-Powered Contract Analytics Cloud

Job Description

As a Manager of Customer Success you will manage a team of CSMs. You will be responsible for interviewing, hiring, evaluating, training, coaching, and leading a team of new and established CSM's in a fast-paced and rapidly changing environment. As LinkSquares scales, you’ll be responsible for understanding customer challenges and needs and driving the vision for our customer experience as we continue to drive efficiencies for our teams.

You will report to the Director of Customer Success and will work closely with the CS Leadership Managers to help build a team of highly successful CSMs who are able to execute exceptional customer service to our rapidly growing customer base. As part of our customer success-focused, results-driven organization, you will also be responsible for both gross retention and net retention targets.

Responsibilities

  • Manage a team of CSM direct reports - recruit, interview, hire, and train new team members
  • Own your team’s forecast and drive results to meet and exceed both renewals and net retention targets.
  • Serve as a coach and a leader, helping to develop the skills of your individual contributors so they are able to achieve their career goals.
  • Be a key contributor to the Customer Success Leadership team
  • Serve as a point of escalation for customer issues and work to resolve those issues in a timely manner that builds trust both internally and externally
  • Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement
  • Work cross-functionally, developing close relationships across our organization to improve customer needs and proactively surface opportunities for improvements to the customer experience
  • Be a leader in the customer success organization, with an excellent attitude that inspires others to do their best

Who You Are

  • 2+ years managing a Customer Success Team in a high growth SaaS company
  • A track record working creatively problem-solving and collaborating with to create an exceptional customer experience
  • Handling escalation issues and building trust with team members and customers
  • Delivering strategic recommendations to customers to improve their product adoption and/or marketing
  • Comfortable sharing your opinion and trying new things with a track, measure and validate approach

About LinkSquares

For legal teams needing to move their business forward faster, LinkSquares provides a contracting platform for writing better contracts, analyzing what’s in existing contracts, and working better with their team. It differs from other tools on the market with its powerful AI insights, speed to providing tangible results, and ability to help the entire company collaborate better. LinkSquares saves companies hundreds of hours and thousands of dollars by eliminating manual contract processes and reducing the need for outside counsel. For more information, visit https://linksquares.com/.

LinkSquares is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics.

Founded in 2015 with headquarters in Boston, we offer a comprehensive and competitive benefits package that includes medical, dental and vision plans for employees and their families, health and wellness programs, a 401(k) plan, unlimited vacation, paid parental leave and more.

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