Manager of Customer Success

OutboundEngine is a 100 percent done-for-you email, social media and content marketing platform that helps business owners stay top-of-mind with customers and prospects, and turn online engagement into revenue. The cloud-based product automates the delivery of timely, tailored e-mail, social and content marketing campaigns for a wide range of industries.

We are looking for a manager who is inspirational, hands-on, and seeking an opportunity to take that next step in his or her career. In the Manager of Customer Success role, you’ll lead, mentor and train reps on an already strong and winning team that has a 97% average C-SAT score and an industry-leading customer retention rate. You will take an impactful role in the career development of all our reps by designing trainings and team builders with the support of our Operations Team who will create reports and dashboards to make your job a lot easier. You will also help drive revenue and combat churn by helping reps increase upsell numbers through call coaching and continual sales training.

Our Customer Success Team does everything from onboarding, upselling, retention, and continued support. The department works directly with customers through every step of their relationship with the company. We’re a growing, dynamic department, so you’ll be expected to jump in and figure things out quickly. You’ll have to be insanely organized, detail-oriented, assertive, and excited to know you can make a very real difference in a rapidly-growing business * Manage, motivate, develop, and coach a team of Customer Success Representatives and Team Leads to build strong, sticky relationships with customers * Increase customer satisfaction, APOS revenue, and customer retention through ongoing development, trainings, and feedback sessions with the team * Create and review homework for struggling and at risk reps * Run spur of the moment coaching sessions * One on one sessions to maintain the mindset of your reps * Willing and eager to work longer hours when necessary * Create and conduct trainings to improve sales and retention performance * Work closely with the Sr. Manager of CS, Manager of Retention, and other members of other departments to perform above company expectations * Build an emotional connection and relationship with those who are on your team * Hands on coaching directly with reps throughout the day to maintain support and positive morale * Effectively identify customer needs and communicate action plans to other parts of the business * Involvement in recruiting and interviewing for the department * Additional responsibilities may arise as the company grows and the needs of the department change

* Bachelor’s Degree required * Previous experience in customer success or relationship-oriented sales management position with a track record of developing high performing individuals in a fast-paced environment * High-energy and belief in active coaching to optimize rep performance * Positive, self-starter attitude who is solutions oriented and willing to take risks in an effort to avoid major issues * Mentor figure with exceptional knowledge through which he/she is able to help team members strengthen their leadership skills and further develop their careers * Goal-driven, roll up your sleeves personality with the power to act cool and calm under pressure * An exemplary work ethic, a positive "get it done" attitude, and a willingness to take ownership of your results * Outstanding written and verbal communication skills * Desire to never settle and to continually learn new skills * Strong understanding of a CRM (i.e. Salesforce) * Experience with SaaS business model * A passion for helping SMBs succeed * Knowledge in content marketing, email marketing, and social media marketing * Proficient in Microsoft products such as Excel and PowerPoint