What are the responsibilities and job description for the Manager, Customer Success- Mid-Market position at Numerator?
The role of Customer Success Manager Team Lead, Mid-Market is to oversee a team of Customer Success Managers. The Customer Success Manager serves as a trusted advisor to our customers, ensuring they achieve success with our platform-based solutions and maximize their return on investment - leading to strong renewal rates and growth across our portfolio of products.
You will partner cross functionally with the other Customer Success Team Leads, Product and Support teams to ensure clients get the most from our game-changing insights and products. This individual is a great collaborator and has experience with multiple Numerator solution lines
You will partner cross functionally with the other Customer Success Team Leads, Product and Support teams to ensure clients get the most from our game-changing insights and products. This individual is a great collaborator and has experience with multiple Numerator solution lines
Responsibilities:
- Hiring, coaching and development of individual contributors on your team
- Develop new ways to approach internal & external processes associated with one-to-many customer success service model
- Build and maintain relationships with cross functional teams such as Recruiting, Product, Support, Services and Sales
- Your team manages our mid-market client relationships after onboarding is complete to drive on-going realized value against measurable long-term strategic goals to ensure long-term success
- Leveraging client usage data and thought leadership to drive wide-scale product adoption across your territory
- Establish and execute against a Customer Success Plan that ensures value delivered for the customer over time and the adoption of contracted Numerator solutions across key user groups based on confirmed Use Case
- Be an advocate for all assigned clients by understanding their business deeply and leveraging Numerator’s solutions to help them grow
- Your team works closely with Sales colleagues to support business reviews, ensure renewal of annual recurring revenue, and identify and support growth across an assigned portfolio of clients
- Capture Impact Stories to document Customer Use Cases and associated business impact and ROI
- Manage to Client Health objectives and lead execution against all supporting activities including NPS capture and response and Calls to Action to restore Client Health
- Provide feedback to cross functional teams to inform process improvement and platform offerings
- Partner with the Customer Success Enablement team and with Solution Specialists to support onboarding activities and ongoing Customer Education
- Support all pillars of the Customer Success function as needed
- Understand and actively participate in strategic customer team initiatives that align with company MBO’s
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