Manager of Customer Success

| Greater Denver Area
Two solutions, one goal: make work simpler, with better data for leaders. FORM.com, a global leader in mobile data collection, and GoSpotCheck, the leading provider of mobile task management and image recognition software, are the top low-code/no-code platforms enabling digital process automation for mid-size and large enterprise customers globally.

FORM.com was established in 2001 and is based in Braintree, MA with offices in Chicago, Boston, London, and Kyiv. GoSpotCheck was established in 2011 and is based in Denver, CO. Diversis Capital acquired and merged the FORM.com and GoSpotCheck platforms and teams in 2020 to further enable digital process automation and deliver business value for customers, supported by a team of 300.

Together, these solutions enable digital business processes across functions in Consumer Goods, Retail, Restaurant & Hospitality, Facilities & Property, Health Sciences, and Natural Resources.

What You’ll Do

  • As the Manager of Customer Success at GoSpotCheck, you will lead, coach, and empower the CS Team (comprised of CSMs and Customer Operations group). The CS team is responsible for helping our customers maximize the value of their use of our product suites and ensure adoption of the implemented solution. As the voice of your team, you’ll work closely with leadership and management teams to regularly inform the progress and growth of your team, as well as development within strategic accounts. You’ll use your previous Customer Success Manager expertise to help your team build world-class relationships, and help mentor and shape the next leaders of the organization. Most importantly, you’ll be the subject matter expert for your team, helping them grow professionally and find long-term success within the role.

What We’ll Achieve

  • You will oversee and manage our team of Customer Success Managers and Customer Success Specialists to provide best-in-class customer engagement and support for our most strategic customers.
  • You will refine the Customer Success Team and create a segmented team structure, allowing our most senior resources to focus on strategic customer consultation, and our out staffed/junior resources to focus on customer-specific support and requests.
  • You will be directly involved with our most strategic accounts, overseeing their more complex operations, building strategic value, and developing relationships with account stakeholders.
  • With your expertise, you will author, implement and refine team operational processes and best practices around account engagement for our most strategic customers.
  • You will work in tandem with our Head of Account Management to provide transparency to our Senior Management and Executive Team regarding the current health, historic trends, and outlook of our account portfolio. 
  • You will proactively identify and swiftly address vulnerabilities and risks to Enterprise Accounts.
  • You will identify strengths within your team’s portfolio and turn them into growth opportunities.
  • With your leadership and strategic thinking, we’ll define and track performance against metrics specific to the Customer Success Team, targeted to drive account engagement, retention, expansion, and team capacity/scalability. 
  • You will own and manage KPI such as gross retention, additional business revenue growth, net promoter score, operational performance SLAs, and team capacity.
  • We’ll build out a world-class Enterprise Customer Success Team through thoughtful onboarding and continuous cultivation of your direct reports, priming the next leaders within the organization.

Who You Are:

  • You have 3-5 years of management experience leading a Customer Success team.
  • You have experience of 1+ years without staff management and building/overseeing task-based operations group.
  • Experience and proven results with hiring, on-boarding, and establishing new CS offerings and processes
  • You’ve been in your team’s shoes before, directly managing a $1 Million+ portfolio of Strategic Enterprise Customers.
  • Strong business analysis capability; strong understanding of fundamental service concepts (i.e. statement of work, project plans, etc.) and SaaS business concepts (i.e. revenue, profit margin, SaaS licensing model, etc.).
  • You believe in “Radical Candor” and the ability to not only give timely feedback but are open to receiving 360-degree feedback yourself.
  • You’re customer-centric - You have no trouble being the point of contact for customer escalations and can help manage the expectations of customers on your team’s behalf.
  • You’re a clear communicator - Your teams always know what success looks like, and the consequences of not delivering.
  • You are comfortable working directly with executives and senior management, serving not only as the voice of your team but as the voice of their customer portfolio.
  • You believe a critical measure of your success as a manager, is your ability to retain and contribute to the professional growth of your team.
  • You’re an empathetic listener; coaching is your forte.
  • For every challenge, you bring three potential solutions.
  • Your written communication is exceptional: concise, persuasive, and empathetic.
  • Your verbal communication is exceptional: clear, on-point, and confident.
  • Having too much work and not enough time doesn’t make you come unglued - You understand how to prioritize and focus on what is important.
  • You’re comfortable with occasional travel to client sites throughout the US.
  • You’re a quick study and can incorporate industry/vertical-specific jargon in your communication with customers.
  • Experience with common IT tooling such as Salesforce (must), Asana, JIRA, and Zendesk.
  • You have completed a bachelor’s degree. Bonus points for anything beyond that!

Who We Are

We are innovators: We’re here to free mobile workers from the mundane and open up new worlds of possibility and prosperity, powered by the people.
We are partners: We’re only as successful as our customers. We provide exceptional support, strategic partnership, and personalized account management to ensure they’re successful.
We are problem-solvers: We believe business will help solve the complex challenges facing our planet today. We build products centered on helping them succeed so they can do just that.
We are flexible: We believe in a "Work Your Way" Employment Policy. Employees who can effectively perform their job functions remotely may do so indefinitely. 
Humble + hungry. We measure success by how we help customers win. And we've been in the game a long time (in software years). Every interaction gives us the chance to deliver better service and more value. Along the way we've picked up a few awards, and for that, we're thankful.

FORM.com and GoSpotCheck offer competitive salaries and full benefits for full-time employees and is an Equal Employment Opportunity (EEO) employer--welcoming all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • TensorFlowFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • SalesloftCRM
    • SendGridEmail
    • MarketoLead Gen

Location

Lower Downtown ("LoDo") is a rejuvenated historic district that is set inside a mix of renovated warehouses and state-of-the-art modern buildings.

An Insider's view of GoSpotCheck

What’s the vibe like in the office?

It’s friendly and familial. The people genuinely appreciate each other, and there’s always a friend found in every corner. It’s relaxed, casual, and comfortable. The teams are working hard on innovative things, and there's an eagerness to collaborate together to Do Great Work! Also - there’s no shortage of cute dogs to play with!

Julie

Senior Accountant

What kinds of technical challenges do you and your team face?

On our Image Recognition team, we tackle all sorts of hard problems in the computer vision space. I'm allowed to be creative about how we meet our goals. This is very important in R&D since our concept of completion can be fuzzy. The process of discovery often leads us to rapidly change our perspective on how best to solve our business needs!

Mackinley

Senior Software Engineer

What are some things you learned at the company?

Everyone is so smart, so friendly, and has such a strong work effort, that it’s motivated me to level up in all areas of my life! I’m more technical, have more business savvy, and I’m a generally more rounded person than I was 3 years ago.

Myranda

Technical Support Analyst

What is your vision for the company?

We exist to reimagine how the workforce works. We believe there is a tremendous opportunity to make work less cumbersome and more fulfilling, so we strive to build software that is delightful and empowering for users to complete their everyday tasks. Further, our goal is to be the top workplace in Denver, made up of the best and brightest talent!

Matt

Chief Executive Officer and Co-founder

How do your team's ideas influence the company's direction?

On the Product team, we are exceptionally focused on the user at the other end of the code we write. When we get together for our grooming ceremonies, you'll hear us throw around the first names of our beloved personas like they are old friends, not a faceless customer. It keeps us grounded in the idea we are writing software that people are using!

Cole

Product Manager

What are GoSpotCheck Perks + Benefits

Culture
Volunteer in local community
Our DoGood Platform is a group of self-appointed employees who put together volunteer events and keep our employees informed of how to be involved with charities close to our hearts.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Our health insurance kicks in on day-1 of employment and extends to dependents at no additional expense to our employees!
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer primary caregiver 12 weeks of fully paid parental leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Pet Friendly
Yes, we have dogs in our office!
Recreational Clubs
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks

Additional Perks + Benefits

We have a pretty robust benefit and perk package at GoSpotCheck. However, we survey our employees every year to be sure we are spending that money on the right things!

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