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Addigy · 6 hours ago

Manager, Customer Success

United States

Full-time

Remote

Mid, Senior Level

Addigy is a successful, growing SaaS company based in Miami that builds software to support the Apple community. They are seeking a Manager of Customer Success to lead the Customer Success Managers team, manage strategic customer accounts, and drive customer engagement and retention efforts.

ComputerIT ManagementSaaSSoftware

Senior Management

Responsibilities

Quickly ramp on product and customer needs while managing strategic accounts and coaching the CSM team

Drive consistent execution against Engagements, CTAs, CSQLs, and customer health metrics

Improve adoption, retention, and expansion by proactively managing customer risk

Ensure Success Plans, onboarding, and Addigy best practices are consistently executed

Partner cross-functionally to improve customer experience, insights, and growth

Oversee and mentor a team of Customer Success Managers (CSMs), providing guidance on account strategies, performance, and professional development

Drive team accountability to key performance metrics, including Engagements, Call To Actions (CTAs), Customer Success Qualified Leads (CSQLs), and Green Account retention rates

Lead regular 1:1s, team meetings, and training sessions to foster a high-performing, collaborative, and customer-focused team culture

Collaborate with cross-functional leadership (Support, Solution Architects, Sales, Product, Marketing, etc.) to align the Customer Success Managers team's programs and goals with broader organizational objectives

Champion best practices for Apple device management and Addigy adoption across the CSM team

Manage a subset of strategic customer accounts, serving as the primary Customer Success Manager

Establish and project-manage the onboarding process for your dedicated accounts, including defining tailored success plans and clear success criteria

Build deep, lasting relationships by guiding your customers through their entire user journey, understanding their unique needs, and ensuring effective adoption of the Addigy platform solutions and their Apple Device Management needs

Proactively monitor customer health, identify potential risks, and remove any blockers to ensure customer success and retention for your accounts

Identify opportunities for expansion and upselling within your portfolio, collaborating closely with Account Managers to successfully close these opportunities

Act as a senior liaison between customers (both your own and those managed by your team) and internal teams, collaborating with Product and Engineering to prioritize and facilitate the development of high-impact features

Ensure the alignment of Addigy usage with both your customers' and the broader customer base's company and growth objectives

Achieve and maintain a strong understanding of our Product and its position in the marketplace, serving as a subject matter expert for your team

Drive the creation and documentation of comprehensive Success Plans with Customers, aligning Addigy capabilities with their documented company goals

Develop and maintain strategic relationships across your customer portfolio and key accounts within your team's portfolio

Collaborate with Marketing teams to guide Content Strategy that maximizes Product Adoption and growth across the entire customer base

Qualification

Customer Success ManagementStrategic Account ManagementTeam LeadershipSalesforceGainsightCommunication SkillsTime ManagementCollaboration SkillsPresentation SkillsAdaptability

Required

Minimum experience as a Manager/Supervisor

Demonstrated leadership and coaching abilities, with experience managing and developing a Customer Success team

Proven excellence in time management, communication, and collaboration skills

Ability to effectively partner with internal and external stakeholders, keeping the customer's key objectives for migration and overall success as a top priority