Manager of the Customer Success Team
WFH Flexible Syracuse, NY Customer Success
Job Type
Full-time
Description

Impel offers automotive dealers, wholesalers, OEMs and third-party marketplaces the industry’s most advanced digital engagement platform. The company’s end-to-end omnichannel solution leverages proprietary shopper behavioral data and AI technology to deliver hyper-personalized experiences at every touchpoint across the entire customer journey. Impel’s merchandising, communication, marketing and imaging applications work seamlessly with all major website, CRM and DMS platforms. To date, the company has delivered more than 2 billion shopper interactions across more than 40 countries. To learn more about Impel, visit impel.io.


Impel is seeking a seasoned and experienced Manager of Customer Success. They will work with team members to ensure employees achieve their performance goals through weekly 1:1’s, daily coaching sessions, skill development, and monthly professional growth plans. They must be passionate about helping employees succeed and grow. They will work closely and continuously to ensure our customers are delighted by helping them achieve their desired outcomes and realize the full value of our products. This role reports to the Director, Customer Success SMB and requires close collaboration with other functions and stakeholders from our Sales, Marketing, Product, Support, and Finance teams.

Requirements

RESPONSIBILITIES INCLUDE:

  • Drive adoption, retention, and advocacy of our customers
  • Coach, develop and motivate a team of CSM’s by providing guidance, structure, and accountability
  • Find ways for CSMS to deeply understand customer’s objectives, demonstrate ROI and become trusted advisors
  • Work closely with sales management and peers across the company to ensure alignment and optimal efficiency between teams
  • Identify opportunities for your team to expand revenue potential within existing accounts and develop product solutions that address existing gaps within the accounts
  • Ensure adoption of key processes in Gainsight including Playbooks, Success Plans, Customer Health and Risks.
  • Manage high priority requests or escalated issues as needed
  • Manage the documentation and roll-out of changes to process flows in internal systems
  • Create and provide clear reporting on metrics, contests or initiatives
  • Teach CSMs to build relationships, deliver value, extend empathy, and resolve issues
  • Collaborate with cross-functional partners in Sales, Marketing, Product, and Finance to solve business problems
  • Perform other related duties, as assigned

REQUIRED SKILLS

  • 3+ years of experience managing CS teams
  • Proven track record leading a successful team in a growth-oriented environment
  • Demonstrated experience in developing successful customer success management teams through enthusiastic leadership and motivational skills
  • An empathic leader with a desire to build a world-class CS organization; includes attracting, developing and retaining best in class talent
  • Strong process orientation, with a growth mindset to roll-out processes and programs; SalesForce and Gainsight experience is a plus
  • Strong perspective rooted in professional experience, paired with a willingness to listen carefully, explore new ideas, and coach
  • Curiosity and willingness to experiment, fail fast, learn, and adapt; the flexibility to learn from what you’ve done in the past, not adhere rigidly to it
  • Deep understanding of value drivers in SaaS
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Bachelor’s degree preferred
  • Travel 10-30%


Impel is a proud equal opportunity employer. We will consider all qualified candidates regardless of race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation, veteran status or genetic info.