Manager, Customer Success Management

Do you thrive in a startup vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you! We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential. This business unit is unique, and we certainly aren’t afraid to stand out from the crowd and tackle the bigger competitors.

Come join ShareFile! We’re building a team of rock stars to be part of our growth journey and are adding a Sales Development Representative to join our growing ShareFile Sales team. If you enjoy a fun, fast-paced, dynamic environment and want to be part of a collaborative team where you can make a difference—we want to talk to you!

Now, let's delve into the specifics of this critical role. The Manager, Customer Success Mgmt is responsible for overseeing a team of Customer Success Engineers responsible for 50% of the ARR. In addition to retaining customers through increased product adoption, identifying expansion opportunities, and cultivating customer advocacy. You will establish customer-centric programs and processes, collaborating with stakeholders across ShareFile to consistently deliver value to our customers. Your role involves continually assessing, reporting, and acting on customer health to identify accounts at risk of churn as early as possible and to pinpoint accounts primed for expansion.

Key Responsibilities:

Strategy:

• Track Key Customer Adoption KPIs: Monitor and analyze key customer adoption metrics to drive strategy and improvements.
• Ownership of Customer Onboarding: Take charge of the customer onboarding process post-sales, focusing on First Active Use, Meaningful Use, and increased Total Active Use.
• Resolution Expertise: Demonstrate a deep understanding of complex customer needs and lead the resolution of their issues.

Execution:

• Conduct Webinars and Training: Develop and conduct webinars and create training content for customers at scale.
• High-Touch Customer Engagement: Monitor and identify high-touch customers on a one-on-one basis to ensure their success and adoption with ShareFile.
• Low-Touch Customer Engagement: Digital first approach and engagement to ensure scale, while also setting our customers up for success and reducing churn.
• Expand account stickiness by ways of further feature adoption and use cases.
• Problem-Solving: Identify customer problems and propose or implement solutions using a customer-centric approach.

Continuous Improvement & Growth:

• System and Process Enhancements: Recommend system and process enhancements to address common customer issues effectively.
• Identify Expansion Opportunities: Identify expansion opportunities for our products within departments for comprehensive wall-to-wall adoption.
• Build Customer Advocacy: Foster and maintain relationships with customer advocates.
• Ensure Customer Adoption and Retention: Prioritize customer adoption and retention through strategic initiatives.

Requirements:

Your superhero uniform includes:

• 5 or more years of experience in Customer Success, Support, Sales Engineering, or related technology fields
• 2+ years of team leadership and/or people management experience
• Practical knowledge of product support for ShareFile or similar experience from previous customer success roles.
• ShareFile product experience and support a plus.
• Technical certifications in related technologies.

Your superhero strengths include:

• Experience working with Customer Success teams on SaaS B2B or B2C products.
• Startup mindset highly passionate, team player with a high sense of urgency and willingness to tackle ambiguity in a fast-paced business.
• Laser focus on solutions and outcomes
• Exceptional multitasking skills
• Sharp attention to detail
• Crisp and intent-driven communication
• Ability to work both independently and collaboratively.
• Strong technical skills with a continuous learning mindset
• A penchant for continuous optimization, automation to drive efficiency, scale, and accuracy.
• A strong desire to lead by example and go above and beyond for customers and colleagues.
• An interest in leadership and customer success program development

Management and supervisory professionals in this role focus on tactical and operational activities within ShareFile Customer Success. Key skills include:

• Team Leadership: They typically manage a large team typically composed of experienced or highly technical professionals. Has hiring, termination, promotion, and reward authority, in accordance with manager review and approval.
• Oversight and Planning: The majority of their time is dedicated to overseeing the Customer Success Engineering team, planning, prioritizing, and directing employee responsibilities. Responsible for making moderate to significant improvements of processes, systems or products to support customers. Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem. Problems typically impact multiple departments or specialties. Problems are typically solved through drawing from prior experience and analysis of
• Goal Achievement: They achieve goals primarily through the performance of their direct and/or indirect reports. Requires broad management knowledge to lead project teams in one department. Typically has mastery level knowledge and skills within technical or professional disciplines with broad understanding of other areas within the Customer Success Engineering job function.

If you are ready to be the driving force behind customer success at ShareFile, we encourage you to apply for the role of Manager, Customer Success Mgmt and join us on this exciting journey to make a difference in our customers' lives. ShareFile is all about standing out and making a real impact, and you can be a part of our remarkable team.