Customer Success Team Manager
In a nutshell:
We are looking for a Customer Success Team Leader to lead and mentor our US Customer Success team along with hands-on work.
Full Description:
Founded in 2010, vCita set out to change the way people turn their passions into a business. Today, as a market leader in the small and medium-sized business management space, the company has grown to a team of over 80 but remains focused on the original goal. Tailored specifically for service providers, our software continues to redefine the way they interact with their clients — by driving more opportunities from the web, mobile, email, and social with ease of use designed for the average person.
Our teams are based out of two of the world’s most active cities in the technology space, Bellevue, Washington and Tel-Aviv, Israel.
Responsibilities:
- Lead and mentor our US Customer Success team along with hands-on work.
- Set the groundwork for our clients’ successful journey by leading the post-sales engagement process.
- Monitor, measure, and map the clients’ on boarding and activity. Constantly improve the process to pursue the best client experience.
- Hold great technical knowledge of the vCita product and best practices.
- Collaborate with the Sales and Support teams to ensure a smooth and valuable ongoing client management.
- Provide continuous feedback to our product management and marketing teams in Tel-Aviv.
- Report to the Director of Customer Success in Tel-Aviv
Benefits:
vCita offers competitive pay with 100% coverage for employee’s health insurance premiums (medical, dental, vision, life & disability). 401k plan with matching contribution. Generous PTO policy and paid holidays. Paid parking or Commute reimbursement. A free gym at the building site. Snacks and drinks are provided daily and there are weekly catered lunches where we all eat together
- At least 2 years of management experience in a customer success team within the SaaS industry.
- A good understanding of customer success metrics.
- Passion for hands-on work and leading by example.
- A drive for success. You will pursue constant improvement in your team's work and processes.
- Strong technical orientation.
- A service-oriented attitude and a passion for working with customers.
- A can-do attitude. You are able to stay enthusiastic and work on the go-forward strategy.
- Excellent communication skills. You are able to deliver effective feedback to your team, peers, and management.
- A strong sense of ownership.
- Extra Credit: Experience using Intercom, Looker, Zendesk, JIRA, HTML, and various CRM systems.