Sample Job Description for Customer Success/Onboarding Senior Manager
Job Description Management
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Customer Success/Onboarding Senior Manager Job Overview
Customer Success/Onboarding Senior Manager Job Description Sample
Manages and oversees the daily activities of a customer success function, ensuring customers successfully leverage the organization’s products and services to achieve their business objectives.
JOB LEVEL
M03
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Director
Salary Range
BASE 50%
$169,300
TOTAL 50%
$188,100
Job Responsibilities for Customer Success/Onboarding Senior Manager
Implements strategies and processes that deliver consistent customer satisfaction to facilitate long-term relationships and promote retention. Ensures that onboarding processes are precisely executed to facilitate smooth product adoption and build a strong customer relationship foundation. Collects and responds to feedback with focused support for identified customer needs and challenges. Builds teams of customer advocates with product training, coaching, and skill development to enhance customer engagements. Collaborates with sales, product development, and other customer-facing functions to deliver solutions and tools. Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success.
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View Job Description Templates of Similar Jobs
| Job Title | Job Description | |
|---|---|---|
| 1 | Sales Program Senior Manager | The Sales Program Senior Manager implements processes, tools, and structures to support the sales organization's operations. Manages the sales teams and supporting operations required to implement the organizational sales strategy, drive revenue growth, and accomplish financial objectives. Being a Sales Program Senior Manager monitors the industry, business environment, competitors, and customers to develop action plans for expanding and retaining the customer base. Conducts long-term and short-term goal setting for teams and individuals and uses data to measure and monitor sales processes, identify issues, and enhance performance. In addition, Sales Program Senior Manager uses customer feedback and insights to collaborate with internal stakeholders to identify and suggest new products. Builds and develops effective sales and support teams with recruiting, mentoring, and training. Participates in meetings, presentations, and demos to support or close strategic or high-value sales. Typically requires a bachelor's degree. Typically reports to a director. The Sales Program Senior Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Working as a Sales Program Senior Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. |
| 2 | Top Customer Success Executive | The Top Customer Success Executive develops strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle. Leads the customer success function with a vision and strategy to provide customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services and drive sales and increased revenue. Being a Top Customer Success Executive builds team capabilities and capacity. Designs data collection and feedback mechanisms to identify and understand customer needs, assess customer health and aid the development programs and policies. In addition, Top Customer Success Executive establishes collaborative relationships with sales, product development, and other customer facing functions. Requires a bachelor's degree or equivalent. Typically reports to top management. The Top Customer Success Executive manages a business unit, division, or corporate function with major organizational impact. Establishes overall direction and strategic initiatives for the given major function or line of business. Has acquired the business acumen and leadership experience to become a top function or division head. |
| 3 | Customer Care Executive | The Customer Care Executive is responsible for the overall satisfaction of customers. Plans and directs all aspects of an organization's customer service policies, objectives, and initiatives. Being a Customer Care Executive typically reports to top management. May require an advanced degree. The Customer Care Executive manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. Comprehensive knowledge of the overall departmental function. Working as a Customer Care Executive typically requires 8+ years of managerial experience. |
| 4 | Claims Review and Settlement Senior Manager | The Claims Review and Settlement Senior Manager oversees the intake and processing of insurance claims for personal, property, or casualty loss based on coverage, appraisal, and verifiable damage. Manages the operations of an insurance claims department to meet operational, financial, and service requirements. Being a Claims Review and Settlement Senior Manager assures timely and proper disposition of claims based on policy provisions. Manages appraisal and examination staff and processes. In addition, Claims Review and Settlement Senior Manager recommends and implements best practices to ensure complete and thorough claim settlements, legal reviews, and investigations following company policies and insurance industry regulations. Determines the value of settlements for escalated claims. Manages negotiations of settlements and administration of claims in litigation. Typically requires a bachelor's degree. Typically reports to top management. The Claims Review and Settlement Senior Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Working as a Claims Review and Settlement Senior Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. |
| 5 | Customer Success/Onboarding Manager | The Customer Success/Onboarding Manager implements strategies and processes that deliver consistent customer satisfaction through all phases of the customer lifecycle and that promote retention. Directs the day-to-day operations of the customer success team focused on providing customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services and that will drive sales and increased revenue. Being a Customer Success/Onboarding Manager collects and responds to feedback with focused support for identified customer needs and challenges. Ensures that onboarding processes are precisely executed to build a strong customer relationship foundation. In addition, Customer Success/Onboarding Manager builds teams of customer advocates with product training, coaching, and skill development to enhance customer engagements. Collaborates with sales, product development, and other customer-facing functions to deliver solutions and tools. Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success. Typically requires a bachelor's degree or equivalent. Typically reports to a director. The Customer Success/Onboarding Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Customer Success/Onboarding Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
Customer Success/Onboarding Senior Manager Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Products And Services | Level 3 |
| Customer Relationship Management | Level 4 |
| Planning and Organizing | Level 5 |
