Csm Manager (Amer)

Manager, Customer Success - AMER

Who We Are:

Discuss is helping leading organizations, brands and agencies across the globe turn people’s experiences into insights. Thousands of Market Insights, CX and UX professionals trust Discuss to go beyond data points and bring in-depth insights to life across their organization in real-time, transforming customer relationships. With Discuss, hundreds of global brands and agencies such as Unilever, Target, Ipsos, KraftHeinz, Netgear, Ford, and Mastercard are making more informed strategic decisions faster than ever before.

To learn more about Discuss’ record growth in 2021, read the recent 2021 recap press release. In addition to Discuss having a world class Experience Management platform and an incredible team with close to no turnover (even in sales), the sector Discuss is in is exploding.

We are a rapidly growing team of customer obsessed professionals. We value efficiency, simplicity, innovation, and freakishly friendly customer service, internally and externally. We offer interesting and challenging problems to solve, and the independence to learn, grow and lead.

Who We’re Looking For:

An experienced, results-driven Customer Success leader who thrives on both strategic customer engagement and team leadership to join our global Customer Success organization. If you enjoy building creative solutions for customers in a highly visible, commercial role and you’re looking for the autonomy to manage a small portfolio of high-value enterprise accounts while shaping the success of a team of talented Customer Success Managers (CSMs), this is the role for you.

In this position, you’ll command ownership of your team of Customer Success Managers’ multi-million dollar book of business, helping to lead, coach and develop them to success, while personally managing a few key enterprise customers, helping you create an environment of leading by example. You’ll focus on executive level stakeholder building, setting up customers for success via structured and streamlined onboarding, QBRs, partnership with Product and Marketing teams for content, and more. Overall, your role is to ensure the CSM Team delivers exceptional results and contributes to the overall success of our customers.

This is an ideal opportunity for someone who is passionate about both customer success and team development, and who is highly motivated to make a big impact in an autonomous, fast-paced environment. You’ll report to the Senior Director of Customer Success, who is based in Boston, MA.

Key Responsibilities:

• Deliver Expectation-Exceeding Account Ownership & Customer Strategy: Own a multi-million dollar book of business, overseeing enterprise-level customers and ensuring long-term retention, satisfaction, and growth. Provide strategic guidance and lead high-level engagements to ensure customers from executive to entry level are realizing maximum value from Discuss’ platform.
• Execute Renewals & Expansion: Proactively manage the renewal process, identify and capitalize on upsell and cross-sell opportunities, and ensure the continued success of our key accounts through tailored growth strategies. This includes accurately forecasting across your team and reporting regularly to Discuss Senior Leadership.
• Develop Executive Relationships: Build and maintain strong relationships with senior executives and decision-makers at customer organizations, acting as a trusted advisor to help them meet their business objectives.
• Focus on Team Leadership and Talent Development: Lead, mentor, and develop a team of individual contributor CSMs, setting clear goals, providing regular coaching, and ensuring that team members are empowered to succeed in their roles. Support the career growth and professional development of your team, conducting regular one-on-ones, performance reviews, and fostering a culture of continuous improvement and excellence.
• Foster Collaboration Across Teams: Work closely with Sales, Product, Marketing, and Support teams to ensure a seamless customer experience. Ensure the needs and feedback of your customers and team are communicated effectively across the organization.
• Solve Problems Creatively: Advocate for your customers’ needs both internally and externally. Use a proactive, hands-on approach to resolve challenges and deliver solutions that align with customer goals.
• Lead with Data: Leverage data and analytics to assess account health, track team performance, and identify key areas for improvement. Provide insights that help refine both customer strategies and team processes.
• Deliver Process Improvements: Contribute to the optimization of customer success processes, tools, and best practices, ensuring your team operates efficiently and effectively to drive customer outcomes.

Qualifications:

• Experience: 8+ years in Customer Success, Account Management, or a related field, with at least 3 years of experience managing enterprise-level accounts and 2+ years of experience leading or mentoring a team of individual contributors in a customer success capacity.
• Leadership & Team Management: Proven experience leading, coaching, and developing a team of Customer Success Managers. Strong track record of motivating teams, driving accountability, and fostering a culture of success.
• Business and Commercial Acumen: Experience managing a multi-million dollar book of business, driving renewals, upsells, and expansions means you’re ready to serve as a strategic advisor - for your accounts and across your team - including their research process through the usage of our platform as well as speak to our impact on their overall business performance.
• Customer-Centric: Passionate about delivering exceptional customer experiences and ensuring customer success. Able to develop tailored strategies that align with customers’ business objectives.
• Strategic Thinking, Problem-Solving & Decision-Making: Excellent ability to prioritize, manage competing demands and act proactively to solve problems and autonomously identify the reporting necessary to make data-driven decisions that align with both customer and business goals.
• Communication Skills: Exceptional verbal and written communication skills. Able to clearly communicate complex ideas to both internal teams and executive-level customers.
• Play for a Global Team: Discuss Customer Success is a global team. While we strive to work within your chosen working hours, there may be flexibility as needed.
• Ability to Travel: We want to be in front of our customers. You must be open to traveling as needed for customer meetings, QBR delivery, team/company on-sites, etc.

Preferred:

• Previous experience in or familiarity with market research or consumer insights
• Salesforce and Outreach (or similar) user
• Experience working in a SaaS environment with a scaling customer base and team

Why You Should Work Here:

• We're working in a really hot space and expect to see significant growth over the coming months and years
• We’re as obsessed with our employees as we are our customers, and it shows
• We operate in startup mode and we get things done
• As a part of our team, you’ll be able to clearly see the impact of your work and have a significant voice in decision-making processes
• We are culturally diverse and geographically dispersed around the world