Manager, Customer Success at Convercent

| Greater Denver Area
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The Manager of Customer Success is a vital member of the Convercent Customer Success Leadership Team. This individual will be a hybrid leader responsible for the strategy, execution, and management of a team of Customer Success Managers as well as functional leadership for several members of our professional services team. Our Customer Success organization is growing, and this leader will need to have a good understanding of both Customer Success and Professional Services organizations. who enable our customers to drive Ethics to the center of their business. Our customer success team is ultimately responsible for driving product adoption, identifying growth opportunities, delivering positive business outcomes, and ultimately renewing our customers. This role will focus on coaching and leading our CSMs to increase retention rates, improve customer health, and grow our existing relationships through cross selling and upsell initiatives.

You will understand the customer success managers’ role, processes, and paths to success and help to remove roadblocks and improve efficiencies within the broader customer success organization. You will be responsible for partnering cross functionally with our support, professional services, product, and sales team to deliver customer outcomes.
This role will report to the Sr Director of Customer Success.

Key Responsibilities: 

  • Build and lead a high performing team of Customer Success Managers
  • Deep understanding of the Convercent customers, software, and services
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Identify customer needs and collaborate with Accounts and other internal teams to ensure customer success with special emphasis on adoption, expansion, and renewals
  • Work closely with the revenue management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations
  • Drive performance metrics: CSAT, renewal rate, upsell/cross-sell identification, reference-ability, adoption, and customer engagement
  • Guide CSMs on their professional development journey
  • Remain current on the Convercent platform, company, and E&C program development
  • Create and maintain meaningful playbooks for CSMs to execute CTAs
  • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures
  • Work closely with the Support and Professional Services Managers to ensure that customer outcomes are met

Required Skills and Experience: 

  • Comfortable working with ambiguity and quickly changing environments
  • Highly collaborative, and willing to lead and work with varied teams to achieve goals
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate teams
  • Superior communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders
  • Demonstrated ability to create customer success programs that increase engagement, sentiment, and reduce churn that generates customer acquisition, conversion, and retention
  • Experience in evaluating and managing risks associated with customer health and product adoption
  • Superb hands-on approach to problems with the ability to up level the communications of results
  • 5 years minimum work experience within Customer Success, Account Management, Professional Services, or similar customer facing role in a SaaS company
  • 2-3 years of People Management experience
  • Ability to develop strategies, translate them into initiatives and track successful delivery

Compensation and Benefits:

The salary compensation range provided here is just that—a range! The offer that is ultimately extended is based on level of experience, skillset, certifications and education. 

  • Compensation: $110,000 - $130,000 base salary
  • This position includes unlimited time off, comprehensive benefits package (including medical, dental, vision), monthly tech stipend, and company-paid sabbatical at five years of service.

About Convercent:

Bringing the transformative power of the cloud to the compliance and ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective and efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standard—and expectations—for how companies safeguard their financial and reputational health.  

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Why are we asking you for this information? We are committed to be a more diverse, inclusive, and equitable workplace. If you choose to fill out these demographic questions, your response will help us identify how we can improve our hiring process to support a more diverse workplace.

Completion of these questions is entirely voluntary. Your responses, or choice not to respond, will not be associated with your application for this role, will not be used in making any hiring decisions, and will be recorded and maintained in a confidential file.

Hiring from a wide variety of backgrounds is important to us, because our customers and their employees come from a wide variety of backgrounds. Individuals seeking employment at Convercent are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases

Location

RiNo/Cole @Industry Rino Station

An Insider's view of Convercent

What’s the vibe like in the office?

Convercent is a highly collaborative environment. I absolutely love that I can be in the kitchen, bathroom, or walking around and I will bump into people from all different departments and have really meaningful conversations. I really enjoy the people I work and interact with everyday!

ToniAnn

Manager, Event Marketing

What's the biggest problem your team is solving?

The process of ingesting data from our customers can be difficult and lengthy. Team Massive is working on a new implementation that can import multiple large files simultaneously and at a faster rate.

Merlin

Sr. Software Engineer

How has your career grown since starting at the company?

It's taken me down a path I would've never expected when I joined the team as an SDR five years ago. But that's one of the great things about Convercent. People have the opportunity and are supported to take their careers in so many different directions.

Patrick

Director, Learning & Development

What are Convercent Perks + Benefits

Convercent Benefits Overview

Convercent offers a comprehensive and competitive benefits package which includes: Healthcare (we pay 90% medical, dental and vision for employees), Unlimited PTO, Paid family leave (12 weeks for moms and 4 weeks for dads, spouses, or partners), Stock options, and a Monthly technology stipend

Culture
Volunteer in local community
Food for Thought Amp the Cause The Epworth Foundation
Friends outside of work
Eat lunch together
Intracompany committees
Culture Club BLM Task Force Guide Program Mentor Program
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Unconscious Bias Training Diversity Metrics Reported to our Board
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
From virtual yoga and wellness practices to virtual 5K races, we support team workouts.
Mental Health Benefits
EAP Support Groups
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Role-based performance bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Convercent provides up to 4 weeks of parental leave for new parents.
Flexible Work Schedule
Convercent provides employees with a flexible work schedule that empowers them to balance work and life.
Remote Work Program
Convercent's remote work program supports employees working from home.
Family Medical Leave
Company sponsored family events
Convercent typically brings employees and their families together for the annual Summer Bash celebration. During quarantine, we have hosted a virtual talent show for teammates and their families!
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Eligible employees get 5 weeks of paid sabbatical after 5 consecutive years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
We support team building during Quarterly Business Planning and our annual HeartBeat event.
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
Paid industry certifications
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