.We are looking for a very hands-on Customer Success Manager who will set the overall vision and strategic plan for the Customer Success Team.Through project management of problem resolution and customer management strategies, reduce churn and drive new business growth through greater customer advocacy and net retention improvements.This role is focused on customer success management and is not a technical support-related role.**Key duties**:- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate- Guide and support each team member in resolution of daily issues and provide daily guidance- Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organizationBuild and lead world-class team:- Recruit and develop a high performing team- Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Technical Support, Installations, Marketing, Sales, Product, etc)- Coach and monitor Customer Success Team on best industry practices- Focus on optimizing retention and revenue and creating more opportunities for CSRs to increase MRR, leads the CSR team in effective opportunity work, tracking and pipeline accuracy.- Lead bi-weekly financial report for existing business, to prevent, identify and drive the proactive action of- Drive operational practices to track performance- Set the overall vision and strategic plan for the Customer Success Department- Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores- Implement and monitor key metrics for customer success, including customer onboarding- Work closely with EVP of Sales and North American Sales Operations Manager to align on strategies, renewal forecasting, account opportunities and risks and churn**Requirements**:- 5+ years experience in leading customer-facing teams in a SaaS environment