At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.
Your Role as a Team Manager of Customer Success Manager:
As a Manager of a Customer Success team, you will be responsible for hiring, training, coaching, and managing a team of new and established Customer Success Managers in a fast-paced and rapidly changing environment. You will also be responsible for driving KPIs, providing your team with the necessary support to execute their tasks, hiring, training, coaching and leading the team. The Team Manager, Customer Success, will work with other leaders to help build a team of world-class Customer Success Managers to provide exceptional service to our rapidly growing customer base.
A Day in the Life of a Team Manager of Customer Success Manager:
Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
Maintain a high level of team engagement and motivation
Effectively manage up to 10 team members
Serve as first escalation point for CSAT issues and employee process questions
Responsible for all of your team’s ARR
Report on churn risks and mitigation efforts
Account assignment and rebalancing
Data analysis to proactively identify areas for innovation and improvement within the CSM Team and drive collaborative developments within our existing playbooks
Be responsible for the metrics and results of your team
Serve as a coach and mentor, helping to develop the skills of your team so they are able to achieve their metrics and career goals
Develop, retain and motivate an existing team while recruiting for new members and continually raising the bar for talent and capabilities
Maximize efficiency in a constantly changing and growing environment
Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers
Coordinate with recruiting and internal teams to recruit, hire, and train new team members.
What You’ll Need:
7+ years of experience working directly with customers and multiple internal departments
3+ years of management experience, ideally leading high-performing customer success teams
Proven leadership ability to influence, develop and empower employees to achieve their best
Experience working effectively with all levels of management
Experience handling customer escalations
Self-motivated, entrepreneurial in nature and comfortable and experienced in change management
Excellent leadership, organizational and problem solving/decision making skills
Ability to manage multiple projects while maintaining strict attention to details
Ability to adapt quickly to new software and constantly changing business requirements
Use data to analyze results and make data-driven decisions
Ability to communicate effectively in small and large groups
Degree in Business, Computer Science/Information Technology or related discipline is preferred.
The Perks of Working for Appspace:
For all our team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage and mental health resources.
Additional perks include:
Flexible work schedules
Remote work opportunities
A casual dress work environment
Reduced working hours in August
Appspace Quiet Fridays (No non-essential internal meetings scheduled)
Gym allowance
Training allowance
Training days off
Disclaimer:
Appspace is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role.
If you are located in a jurisdiction with specific pay transparency requirements, we will be happy to discuss the relevant range during your application process.