About Us
Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!
Position Overview
The Manager of Client Success will lead and guide a team of Client Success Managers that are responsible for increasing retention and satisfaction through a positive client experience. This position will also play a crucial role in managing the team that drives client adoption of the Thrive Portal and helps support overall revenue growth. The Manager of Client Success will need to be agile and able to respond quickly to the needs of individual contributors on the team, as well as manage internal and external relationships.
Leadership and Team Management Responsibilities
- Deliver leadership to a distributed team of Client Success Managers and Team Leads with the ability to keep the team highly motivated and engaged
- Set performance goals, provide mentoring, coaching and feedback on a consistent basis
- Conduct regular performance conversations, including annual reviews and support growth and development of team members
- Lead and facilitate meetings with regular cadence that may result in action items that can impact other areas of the business and/or clients
- Capacity planning, onboarding client assignments, and load balancing across team
- Foster a culture of collaboration and innovation within the Client Success team
- Monitor performance metrics:
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- Client Satisfaction (CSAT) scores
- Client outreach
- Case management
- Portal initiatives
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Tactical Responsibilities
- Create/update, review, and communicate processes to the team or across the organization, as needed
- Cross functional collaboration: Clearly communicate across all departments to align strategy, share client feedback, and ensure a seamless client experience
- Manage escalated critical situations that may impact the client relationship
- Build and nurture strong relationships with key clients
- Provide regular updates to leadership on team performance and client feedback
- Report on regional client health data, CSAT scores, and other Client Success metrics
- May hold key accounts and act as coverage when the capacity of the team is limited
Strategic Responsibilities
- Client advocacy: Represent the needs and perspectives of our broad base of clients, and ensure their feedback and suggestions are heard and addressed
- Identify opportunities for growth and expansion within existing client accounts, sharing feedback with other teams for insight, as appropriate
- Assist in the creation of client success roadmaps and action plans
- Contribute to the development of long-term client success strategies
Qualifications
- 5-7+ years demonstrated professional experience leading client success managers, account managers, or sales teams, technology or SaaS industry experience is a plus
- Proven experience leading teams, driving portal adoption, and leveraging customer success best practices
- Proven ability to develop strategies, translate them into initiatives and track successful delivery
- Possesses strong relationship building skills and management presence and leadership ability, with communication and interpersonal skills that inspire and motivate CSMs
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning
- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
