Senior Manager, Customer Success

Instabug

Job Responsibilities

• Manage Customer Success team consisting of 7-10 members within the company.

• Motivate the Customer Success team according to the defined strategies and ensure retention and defined team targets are met.
• Lead, develop and coach a team of employees in the Customer Success management team to their optimum performance levels.
• Build strong client relationships, develop account management strategies, coordinate with internal teams to deliver solutions that meet clients' needs, and identify opportunities to grow accounts.
• Develop and implement strategic plans to manage and grow accounts.
• Develop and maintain excellent knowledge and understanding of our business, offerings, competitors, and industry.
• Create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services.
• Provide constructive feedback for team members on their performance and how to develop their communication strategy with customers.

Job Requirements

• Bachelor's degree in Computer Science or any business-related field.
• 11-15 years of relevant experience.
• Excellent communication, leadership, and interpersonal skills.
• An analytical mindset to decide actions based on productivity metrics.
• Solid technology background with knowledge of the mobile apps ecosystem.
• A proven track record of Technical Account Management or other relevant experience.
• Experience in managing multiple stakeholders and projects.
• A listener who is customer-oriented and attentive to their needs.
• Fluent in spoken and written English.
• Great communication skills.
• Communicate effectively in both business and technical contexts.
• Juggle multiple priorities with competing deadlines.
• Process-oriented with problem-solving skills.