Senior Manager, Customer Success Management

As a Senior Manager of Customer Success, you will be responsible for leading one of our customer success teams in the United States, covering some of our largest customers.

Our Customer Success organization is focused on the adoption of our product and achievement of value for our customers. Part of this includes being responsible for the renewals of these customers and small upsells. The team partners with the field sales teams, support, product, professional services and the operations teams internally to make sure Calabrio is providing value for the customer as best we can.

You will be responsible for leading a team of 10 CSMs covering about 150-200 accounts. Your team acts as customer experts at the company, as will you as their spokesperson internally. Additionally, we are a growing SaaS company that continues to evolve and with a customer-centric company, you will be asked to be a part of that evolution internally.

What you'll be doing

• Take ownership over the renewals and retention of the accounts that your team is responsible for
• Develop and maintain accurate team forecasts against retention and growth targets
• Develop a collaborative, customer-first, value focused team culture across a remote team through ongoing coaching and close leadership
• Nurture existing talent and create a culture of excellence across the organization
• Act as the primary escalation point for the team, orchestrating resources across the company as appropriate, to ensure a successful Customer Journey
• Empower the team to develop new methods and solve complex matters
• Manage competing priorities in an ever-changing environment, displaying expert prioritization
• Communicate and collaborate cross-functionally with Product, Sales, Support, Services, Finance, Ops and Leadership
• Drive internal transformational initiatives with the ability to report to leadership
• Meet with as many customers, as often as possible

Requirements

• 5+ years of experience in Customer Success Management
• 3+ years of experience leading a team of CSMs in a SaaS company
• Experience in the Contact Center industry or working with similar products to Calabrio, is a plus
• Has been responsible for and owned a quota in previous roles
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Enjoys “getting their hands dirty” by digging into complex operations
• Takes high degree of ownership over their work
• Clear communicator with professional presence
• Strong listening skills

Benefits

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent

What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and truly excited to come to work!

About Calabrio:

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform and our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Our solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight.

Awards & Accolades:

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 8 years in a row, #27 on the 2022 Fast 50 list, named one of BC’s Top Employers for 2021 and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal.

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing recruiting3@calabrio.com. An applicant requesting an accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.