Job Description

We are seeking a highly skilled and experienced Customer Success leader to join our dynamic team. As the Sr. Customer Success Team Manager, you will be responsible for leading and developing a team of customer success managers, ensuring customer satisfaction, and driving customer retention and growth. Your strategic thinking, exceptional leadership abilities, and deep understanding of customer success principles will be crucial in establishing and maintaining strong customer relationships and maximizing their value and success.

What you’ll do:

• Leadership and Team Management:
  • Lead, mentor, and inspire a team of customer success managers, fostering a positive and high-performing culture.
  • Set clear performance expectations, provide ongoing coaching, and conduct regular performance evaluations.
  • Collaborate with cross-functional teams, such as Sales, Marketing, and Product, to align customer success strategies with company goals.
• Customer Success Strategy:
  • Develop and execute a comprehensive customer success strategy that aligns with the company’s vision and objectives.
  • Define and measure key performance indicators (KPIs) to track customer success metrics, including customer satisfaction, retention, expansion, and advocacy.
  • Identify opportunities for process improvements and implement scalable strategies to enhance the overall customer experience.
• Customer Relationship Management:
  • Build and maintain strong relationships with key customers, serving as their trusted advisor and advocate within the organization.
  • Proactively engage with customers to understand their goals, challenges, and needs, and develop tailored plans to drive their success.
  • Monitor customer health and conduct regular business reviews to identify areas for improvement and growth.
• Customer Retention and Expansion:
  • Drive customer retention and expansion by identifying upsell and cross-sell opportunities based on customer needs and product capabilities.
  • Collaborate with the Sales team to develop account plans and strategies to maximize revenue from existing customers.
  • Work closely with the Product team to gather customer feedback and insights, and advocate for product enhancements and new features.
  • Proactively communicate regularly to Sr. leadership the overall health of the entire portfolio with details on each of our top ~15-20 accounts.
• Customer Advocacy:
  • Cultivate a strong customer advocacy program by engaging customers as references, collecting testimonials, and facilitating case studies.
  • Leverage customer success stories to highlight the value and impact of our products and services.
  • Collaborate with Marketing to develop customer-centric content and enable Sales teams with customer success resources.

What you’ll have:

• 5+ years of experience in a customer success leadership role, preferably in the financial technology industry.
• Strong leadership and team management skills, with a track record of building and developing high-performing teams.
• Exceptional interpersonal and communication skills, with the ability to engage and influence customers and stakeholders at all levels.
• Strategic thinker with a deep understanding of customer success principles and best practices.
• Analytical mindset, with the ability to leverage data and metrics to drive informed decision-making.
• Customer-centric approach and a passion for delivering exceptional customer experiences.
• Proven ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
• Experience working with Gainsight and/or Salesforce preferred
• Entertainment payroll experience required
• Bachelor’s degree in business, marketing, or a related field (MBA preferred).

Why Join Us

At Wrapbook, creativity meets technology — and not just in the product.

In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1500 towards IT set up for your home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities
• Up to $50 USD/ $66.50 CAD towards Internet/Cell phone service

Our Pledge to Fostering an Inclusive and Safe Workplace:

Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.

Compensation

• Zone A: San Francisco, Los Angeles, Seattle, New York City, Boston, San Diego, Washington DC $106K – $144.4K
• Zone B: All Other US Locations $92.5K – $126K
• Zone C: All Locations in Canada CA$92.5K – CA$126K

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