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 Customer Success Managers. The ideal candidate is driven, metric-focused, and deeply empathetic. This role reports to the Director of Customer Success.  

Working from our El Segundo office, 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.  

Coaching

• Coach a team of CSM’s to create an exceptional experience and drive true value for our clients
• Partner with team members to create and track professional development plans 
• Promote the MEDDIC philosophy amongst team members
• Hold regular 1:1’s to develop account-based strategies and provide and receive feedback
• Give real-time, direct feedback to support the skill development

Customer Experience First

• 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

Key Metrics

• Understand the inputs and outputs for each part of the customer success process
• Develop and track metrics to identify trends and the levers that affect those trends 
• Develop metrics to help identify areas of growth for the team

Leadership

• Engage with courage; own the hard conversations
• Be radically transparent - 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

Qualifications:

• 2 years of experience managing a team of Customer Success Managers
• 5 years experience in customer success or other relationship management-focused team
• Proven ability to coach, support, and develop talented CSM’s
• Prior experience driving toward full lifecycle relationship management including: implementation, engagement, adoption, advocacy, and retention 
• Radically open-minded, radically transparent
• Experience in MEDDIC sales is a plus

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.