Manager of Customer Success

Lehi, UT
Full Time
Manager/Supervisor

  Manager of Customer Success (Dedicated AM Team)

We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey.  Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our “call to adventure” to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you’ll even land a new job!

Mission:
Account Managers are coaches. Ensuring that each customer realizes the maximum value of their hero's journey with JobNimbus. Account Managers understand the customer’s buying reasons as the foundation for driving value in each case. Validating product adoption and usage with the goal of helping customers achieve their business goals. 


What you’ll be doing:

  • You will be the Manager of Customer Success for our dedicated Account Management team responsible to manage, mentor, and inspire a team of Account Managers to achieve individual and team performance goals.
  • Conduct regular team meetings, one-on-ones, and performance evaluations.
  • Foster a culture of collaboration, accountability, and continuous improvement.
  • Develop and implement customer success strategies to enhance customer retention, growth and satisfaction.
  • Serve as a key point of escalation for customer concerns, ensuring swift resolution and a positive experience.
  • Build and maintain strong relationships with key stakeholders at client organizations.
  • Design and execute scalable processes and tools to improve customer success workflows.
  • Collaborate with sales, product, and marketing teams to align on customer needs and drive business growth.
  • Identify and capitalize on upsell and cross-sell opportunities in partnership with the Ancillary Sales team.
  • Monitor and analyze customer success metrics, including Customer Satisfaction, Net Promoter, Gross Retention, Net Retention, Gross Logo Retention, and other key adoption metrics that influence the success of our customers.
  • Provide regular reports and insights to senior leadership to inform strategic decision-making.
  • Act as the voice of the customer within the organization, ensuring their feedback is incorporated into product development and business strategies.
  • Create programs to celebrate customer milestones and successes.

What makes you the hero for this job:

  • 5+ years of experience in customer success, account management, or a related field, with at least 2 years in a leadership role or other similar experience.
  • Proven track record of improving customer retention and satisfaction metrics.
  • Experience managing both Enterprise and SMB customer segments.
  • Strong leadership and coaching skills, with the ability to motivate and develop a high-performing team.
  • Exceptional communication, interpersonal, and problem-solving skills.
  • Experience with Customer Relationship Management (CRM) tools and customer success platforms.
  • A customer-first mindset with the ability to balance business goals and client needs.
  • Ability to connect with business owners and contractors that are using our platform.
  • Motivated by Gross Logo Retention and Net Revenue Retention, this is what helps you grow and retain your customer base and achieve your variable compensation targets.
  • This management role is required to be in office 5 days per week at our headquarters location (Lehi, UT).

Superpowers:

Team Commitment. You know that moment in the Hunger Games where Katnis Everdeen shoots President Coin instead of President Snow and everyone’s head exploded? That is because she knew what was best for Panem and she was so committed she made the larger, harder decision. That is the level of commitment we need. Minus the killing of course! 

Ownership. We need someone who embodies this value and can figure things out and move quickly. If you need direction and someone to hold your hand, this job is not for you.

Mentor (Hit us up to get more information)

Matt Nelson - Specialist in hiring amazing people, lover of music, tennis, pickleball, photography, and recruiting.
 

JobNimbus is proud to be an equal opportunity / affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, Veteran status, or other legally protected characteristics. This position may require the successful completion of a criminal background check and/or drug screen. If you have a disability or special need that requires accommodation, please let us know in the application.

If you have any questions regarding this job post, please email [email protected].

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