**Join careerzynith, a leading provider of innovative solutions, as we seek a highly skilled and experienced Senior Manager, Customer Success to lead our Professional Services, eCommerce team.**
**About careerzynith**
careerzynith is a dynamic and customer-obsessed organization that is revolutionizing the way businesses operate in the Amazon space. With a strong focus on delivering exceptional customer experiences, we are committed to helping our customers achieve success through our cutting-edge products and services. Our team is passionate, transparent, and driven by a growth mindset, constantly seeking innovative ways to add value and redefine excellence in customer experience.
**The Opportunity**
We are seeking an experienced Senior Manager, Customer Success to join our fast-paced and customer-obsessed Customer Success team. As a key member of our team, you will be responsible for leading our Professional Services, eCommerce team and driving meaningful results for our customers. With a strong focus on delivering a differentiated customer experience, you will bring structure and repeatable processes to our team, ensuring that we consistently deliver outsized results for our customers and drive increased retention and growth.
**About the Team**
Our Customer Success team is a collaborative and dynamic group of professionals who are passionate about delivering exceptional customer experiences. We are a remote-first team, working from the place where we do our best work, whether that's from home, in one of our hub offices, or from a co-working space. We prioritize diversity, equity, and inclusion, recognizing the value of different experiences, backgrounds, and cultures. We are committed to creating a diverse environment and are proud to be an equal opportunity employer.
**Key Responsibilities**
As a Senior Manager, Customer Success, you will be responsible for:
* Setting a clear vision of success and aligning the team around key objectives, removing obstacles hindering team success
* Crafting comprehensive playbooks tailored to the customer journey, ensuring consistency and effectiveness in customer interactions
* Coaching and developing team members to enhance performance and drive customer success
* Monitoring progress against goals, identifying top at-risk accounts, and prioritizing actions to mitigate churn and seize growth opportunities
* Establishing repeatable processes and playbooks to improve customer and business outcomes
* Sharing key customer insights with Product and other GTM teams to drive enhancements and innovations in the product and customer experience
**Tech Stack**
* Churn Zero
* Salesforce
* PowerBI
* Pendo (in-app messaging)
**Who You Are**
* Enterprise B2B SaaS Customer Success Leader: Proven track record in leading Customer Success teams in Enterprise B2B SaaS environments
* eCommerce Experience: Deep understanding of the eCommerce landscape
* Managed Services Expert: Experience in setting up and managing managed services, driving value for clients through premium support
* Strategic Thinker: Possess a leadership mindset with strong business acumen, capable of thinking strategically to drive long-term success
* People Developer: Skilled in coaching, mentoring, and developing team members to reach their full potential
* Strong Communicator: Excellent verbal and written communication skills, with the ability to effectively convey complex ideas and solutions
* Analytical: Proficient in data analysis and critical thinking, leveraging insights to inform decision-making and drive outcomes
* Strong operational leadership: Track record of success implementing methodologies, playbooks, and best practices to establish operational frameworks, repeatable processes, optimizing efficiency, and driving results
* Critical Thinking: Experienced in analyzing complex situations and data to identify opportunities, anticipate challenges, and devise innovative solutions that drive customer success and business growth
* Customer-Centric: Deeply committed to delivering exceptional customer experiences and driving customer-centric initiatives
* Change Management: Experienced in navigating and leading teams through organizational change and process improvements
* Bonus - Amazon Experience: You have deep expertise in the Amazon ecosystem
**What You'll Get**
* The BEST team: You'll work alongside the smartest, most passionate, and kindest humans day in and day out, making work fun
* Remote-first culture: careerzynith has been remote-first since day one, and we believe team members should work from the place where they do their best work
* A growth culture: We have tons of opportunities for you to elevate your skills and take you to that next step; we are here to help you find the ones that matter most to you through exposure and training
* Ability to make impact: Although it's a highly collaborative culture, team members are empowered to work autonomously and take extreme ownership of their work, giving you the opportunity to truly make a difference and impact our customers
* Competitive compensation packages: We structure our compensation packages to reward our team members' contributions to our company's success - you'll have a bonus tied to performance and will be invested into our long-term success with Equity
* Flexible Time Off: With our generous PTO and recognition of local holidays, escape to the beach, recharge mentally, or use your Volunteer Time Off (VTO) to give back through volunteering
* Comprehensive Health Benefits & Retirement Program: We offer comprehensive healthcare and retirement matching plans for eligible employees
* Paid Parental Leave Policy: careerzynith values the importance of family and offers a paid parental leave that provides the support and flexibility you need to embrace this special time in your life, as well as a ramp-back period for a seamless transition for you and your family
**How to Apply**
If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you!