Sr. Manager, Customer Success

About This Role

The Sr. Manager, Customer Success is responsible for the long-term success and retention of partnerships by utilizing scaled customer success tactics and providing customer service to Meazure Learning's clients. This role involves developing strategies for engaging relationships to optimize customer experience and help clients achieve successful outcomes through automated tools and tracking.

Responsibilities

• Design, develop, and implement scaled customer success models to maintain and increase customer retention and satisfaction within low-mid tier clients.
• Lead and mentor a team of high-performing Customer Success Associates and Managers.
• Build and train the Account Services Team, serve as the primary escalation point for low- to mid-tier client support, and oversee Customer Success Associates.
• Work on strategic initiatives supporting the One Meazure strategy to standardize and streamline operations across the Customer Success organization.
• Collaborate with Customer Education, CS Ops, MLSupport, and other departments to track client health and identify engagement activities.
• Establish escalation paths for risk mitigation within low-mid tier clients and promote brand advocacy and product adoption at scale.
• Drive customer success as the first point of contact for customers in named accounts and serve as the primary liaison in sustaining exam volume.
• Protect business with current partners to ensure retention and represent Meazure Learning at conferences and meetings with accounts.
• Build relationships with key influencers within each assigned partner to increase overall satisfaction.
• Provide ongoing education and training on Meazure Learning products in conjunction with the Customer Education Team.

Requirements

• Approximately 5-7 years’ experience in a customer service role.
• Strong written and verbal communication skills.
• Technical aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite.
• Outstanding relationship and rapport building abilities.

Qualifications

• Approximately 5-7 years’ experience in a customer service role.

Nice to Have

• Zendesk knowledge and ticket management.
• Executive level interpersonal and problem-solving skills.
• Ability to foresee, interpret and rapidly respond to market changes.

Skills

* Required skills

Benefits