Manager, CSM

Company Description

Jitterbit is a leading data, application, and process workflow automation solution. Rooted in iPaaS and fueled by an ambitious vision, we integrate critical business processes to deliver the experiences and insights needed by enterprises of all sizes to accelerate their digital journey and future proof their business. Simply put, we power people to perform their best.

Jitterbit empowers business transformation by automating critical business processes for faster, more informed decision-making. Jitterbit is the only provider to seamlessly combine and simplify the power of integration, APIM, and no-code app creation to amplify the value of your tech stack and speed up your digital journey. Organizations worldwide rely on Jitterbit’s experience and expertise to help them save time and money, while creating exceptional experiences, now and into the future.

Job Description

Champion Customer Success: Inspire Teams, Drive Growth, and Transform Relationships

What You'll Do:
We are seeking an experienced and dynamic Manager of Customer Success to lead and inspire our team of six Customer Success Managers. In this role, you will oversee key initiatives to ensure customer satisfaction, retention, and growth. You will play a pivotal role in driving customer renewals, fostering adoption of our solutions among new customers, delivering impactful training, and identifying opportunities for upselling and cross-selling.

Key Responsibilities:

Team Leadership:

• Lead, mentor, and develop a high-performing Customer Success team of six members.
• Establish clear goals, performance metrics, and development plans for team members.
• Foster a culture of collaboration, accountability, and customer-centricity.

Customer Renewals and Retention:

• Drive high customer retention rates by proactively managing renewals and identifying at-risk accounts.
• Develop strategies to ensure timely and seamless contract renewals.
• Address customer concerns promptly to mitigate churn risks.

Customer Onboarding and Adoption:

• Oversee the onboarding process to ensure new customers are set up for success.
• Collaborate with customers to drive adoption and full utilization of our products and services.
• Monitor customer health metrics to identify opportunities to enhance engagement.
• Conduct executive business reviews (EBRs) with customers to drive value from the solution and jointly plan for extending its use within the enterprise.
• Continuous introduction of new products and features to customers.
• Gather intelligent product feedback and recommendations from customers to design and inform new features and capabilities.

Customer Training and Enablement:

• Design and implement training programs to empower customers to maximize the value of our solutions.
• Conduct regular training sessions tailored to various customer needs and skill levels.
• Develop self-service resources and documentation to support ongoing customer learning.

Upselling and Expansion:

• Identify upselling and cross-selling opportunities within the customer base.
• Collaborate with Sales and Marketing teams to execute targeted campaigns and proposals.
• Build strong relationships with customers to understand their evolving needs and position additional solutions.

Strategic Planning and Reporting:

• Analyze customer data to identify trends, challenges, and opportunities.
• Develop and implement strategies to continuously improve customer success outcomes.

Provide regular updates and reports to senior management on key metrics and initiatives.

Qualifications

• 5+ years of experience in customer success or account management, with a proven track record of leadership, ideally within the iPaaS (Integration Platform as a Service) space.
• Strong track record of managing customer renewals, adoption programs, and upselling strategies.
• In-depth experience with tools like [specific CRM/CS platforms, e.g., Salesforce, Gainsight, etc.].
• Must have customer-focused mindset with a passion for delivering exceptional experiences.
• Exceptional interpersonal and communication skills, with the ability to build trust and rapport with customers and team members.
• Analytical mindset with experience in using customer success tools, CRM systems, and data analysis to drive decision-making.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.

#LI-AK

Additional Information

What You’ll Get:

• Work for a growing leader within the Integration Platform as a Service (iPaaS) tech space
• Join a mission-driven company that is transforming the industry by changing the way customers use API creation within business-critical processes.
• Career development and mentorship
• A flexible, remote-friendly company with personality and heart

Jitterbit is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.