Manager, Customer Success - Enterprise

| El Segundo
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At GoGuardian we put customer experience first! We're currently looking for a Manager, Customer Success to lead, coach, and motivate a team of high performing Enterprise Customer Success Managers. The ideal candidate is driven, metric-focused, and deeply empathetic. This role reports to the Director of Customer Success.


While this job posting uses "El Segundo, CA" as the location, please note this role is currently being recruited for remote work or reporting to headquarters if within commuting distance. 


The ideal candidate will have a successful track record in full lifecycle success management, with an emphasis on driving engagement, adoption, and advocacy. You will be expected to perform live-call coaching, handle escalations, drive team member growth and development, champion the customer experience, deliver renewal forecasts, and more.


What You'll Do

  • Coach a team of CSM’s to create an exceptional experience and drive true value for our clients
  • Set crystal clear goals and expectations and dedicate yourself to helping the team hit them
  • Hold regular 1:1’s to develop account-based strategies to ensure successful revenue target attainment
  • Give real-time, direct feedback to support team member skill development
  • Seek deep understanding of customer pain points and issues, and champion solutions throughout the organization
  • Personally manage escalations for your direct reports
  • Develop a deep understanding of our product suite and how in drives ROI for customers
  • Understand the inputs and outputs for each part of the customer success process like: usage, hand-off completion, renewal outreach, renewal rate, etc. 
  • Own and exceed on-time renewal, expansion, and cross-sell bookings targets
  • Engage with courage; own the hard conversations

Who You Are

  • 3+ years of experience managing a team of Customer Success Managers
  • 6+ years experience in customer success or other relationship management-focused team
  • Proven ability to coach, support, and develop talented CSM’s
  • Experience in managing a team to hit renewal and expansion targets
  • Experience with SFDC, Gainsight, SalesLoft, Highspot, or MEDDIC sales is a plus
  • Radically transparent - you work to create and uphold systems of communication that enhance alignment
  • Quiet your ego - decouple yourself from your own ideas - rank doesn’t give you a pass
  • Promote a customer-centric culture focused on mitigating risk and driving positive revenue outcomes

What We Offer

  • Opportunity to impact and revolutionize safe digital learning experiences for K-12 students
  • Partner with enthusiastic and talented colleagues who are compelled to do good in the world
  • Weekly yoga classes and guided aromatherapy meditation
  • Annual personal growth stipend for continued learning
  • Grow and scale with one of the fastest growing EdTech companies

GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.

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Location

2030 E. Maple Avenue, El Segundo, CA 90245

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