Customer Success Manager, Lead
Remote (Canada & USA)
Athennian increases trust in business. Our products help legal, finance, and tax teams be transaction and audit-ready by organizing business entity and corporate structure information. Over 370,000 business entities in almost every country are managed on Athennian to automate workflows for ownership, company secretarial, governance, tax, and compliance.
Reporting directly to the VP of Customer Success, you will play a pivotal role in shaping the future of our customer success operations. In this dynamic and engaging position, you’ll lead a passionate team committed to elevating the customer experience to new heights. Your strategic oversight will be crucial in steering our customer success initiatives, where you’ll have the opportunity to deepen customer relationships and drive growth. By implementing innovative strategies focused on customer retention and expansion, you will be at the forefront of ensuring our clients achieve the utmost value from our services. Your role is not just about managing; it’s about inspiring a team to deliver excellence and fostering enduring partnerships that enable both our clients and Athennian to thrive.
As a key contributor to our Customer Success team you will be responsible for:
Leadership and Team Management:
Lead, mentor, and develop a team of Customer Success Managers (CSMs), fostering an environment of continuous learning and improvement.
Customer Success Strategy:Develop and implement comprehensive strategies for customer retention, product adoption, and account expansion.
Oversee the creation of tailored success plans for key customers, ensuring alignment with their objectives and maximization of product value.
Relationship Building:Cultivate strong, strategic relationships with key stakeholders and decision-makers within customer organizations.
Serve as the senior point of contact for escalations, negotiating solutions that are beneficial for both the customer and Athennian.
Data-Driven Decision Making:Utilize analytics and customer feedback to inform strategic decisions, drive product improvements, and identify new opportunities for growth.
Monitor and report on customer success metrics, leveraging insights to drive continuous improvement in team performance and customer satisfaction.
Operational Excellence:Ensure efficient and effective operational processes within the customer success team.
Advocate for and implement new technologies or methodologies to enhance customer success outcomes
A successful candidate will have:
– Bachelor’s degree in Business, Communication, or a related field
– 5+ years of experience in a Customer Success role within a B2B SaaS environment, with at least 2 years in a people leadership position.
– Proven track record in customer relationship management, team leadership, and achieving customer success metrics.Exceptional communication, empathy, and negotiation skills.
– Comfortable working in a dynamic, fast-paced environment.
Nice to have:
– Strong understanding of managing SaaS solutions within highly regulated environments at the enterprise level