The Team Manager of Customer Success plays a pivotal role in guiding and cultivating a team of Customer Success Managers, ensuring they excel in driving customer adoption, retention, and growth. As a mentor and leader, they provide support through challenging customer situations, while also spearheading strategic initiatives aimed at maximising overall customer lifetime value.

Descubra más sobre las tareas diarias, las responsabilidades generales y la experiencia requerida para esta ocasión desplazándose hacia abajo ahora.
What You’ll Do

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- Lead a team of employees to deliver customer retention and growth
- Coach and develop Customer Success Managers (CSMs) to excel in key metrics: onboarding, adoption, retention, growth, satisfaction, and outcome management
- Mentor, coach, and provide feedback to the team, while also managing performance and compensation evaluations, and addressing escalated employee issues
- Play a major role in scaling Workiva's Customer Success organisation through hiring, onboarding, training, and developing CSMs
- Update team with critical,



cross-departmental updates from Engineering, Sales, Marketing, Professional Services and other groups
- Employ tools and processes to boost team capacity for retention and growth
- Ensure CSMs adhere to processes, maintaining visibility into customer information and team performance
- Engage with CSMs to ensure they are accurately identifying the required business outcomes and determining the definition of "success" for every customer
- Continuously monitor customers to be proactive in the remediation of customer satisfaction concerns
- Prevent customer churn and lead escalations with CSMs, serving as the point of contact for raising customer issues to management

What You'll Need
Minimum Qualifications

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- 2+ years of direct people management experience, including supervisory experience of supervisors and/or individual contributors
- 5 years of related experience in Customer Success, Customer Serv

📌 Team Manager Customer Success (Madrid)
🏢 Sustain.Life
📍 Madrid