REMOTE Sales Manager, Customer Success Department - Apexchat

THIS IS A REMOTE POSITION! You must reside in the US to apply and have a distraction free environment with stable internet. 

Sales Manager, Customer Success Dept. is a strategic leader responsible for overseeing the Client Partner team, with a primary focus on driving upsell growth, reducing churn, and ensuring the highest levels of customer satisfaction. You will lead the continued development and implementation of customer success strategies that align with our business objectives, optimizing processes to achieve and exceed KPIs and OKRs. You will be a trusted advisor, reporting directly to the VP of Customer Success, contributing to the long-term growth and retention of our customer base. This person should be of caliber, be it background/experience or through training with our VP and other modules, and desire to grow into a Director of the department......

Read the bottom to learn more about your new boss!! Are you in?!

Key Responsibilities:

• Leadership & Strategy:

  • Lead, mentor, and develop a high-performing Customer Success team, ensuring they are equipped to meet and exceed growth and retention goals. This includes hiring, performance/development plans and growing team. 

  • Develop, own, and continuously improve the customer success journey, from onboarding to renewal, to drive measurable outcomes.

  • Work closely with the VP of Customer Success to set and execute strategic goals, OKRs, and KPIs for the department.

• Customer Growth & Retention:

  • Drive upsell and cross-sell opportunities within the existing customer base to achieve growth targets.

  • Design and implement churn reduction strategies, with a focus on proactive customer engagement and risk mitigation.

  • Serve as a champion for customer needs, advocating for product and service improvements based on customer feedback.

• Process Development & Optimization:

  • Own the end-to-end process for customer success, including defining key milestones and touchpoints across the customer lifecycle.

  • Optimize the use of HubSpot and other CRM tools to leverage automation while maintaining a personalized customer experience.

  • Develop and document scalable processes that support efficiency, accuracy, and consistency across the team.

• Technology & Innovation:

  • Identify and implement technology solutions that enhance team productivity and customer experience.

  • Continuously explore and integrate new tools, technologies, and best practices that drive operational efficiency and customer success.

• Executive Reporting & Insights:

  • Deliver 100% accurate and timely executive reporting on customer success metrics, growth, churn, and other key performance indicators.

  • Provide data-driven insights to the VP of Customer Success, identifying trends, risks, and opportunities for continuous improvement.

• Collaboration & Communication:

  • Foster strong cross-functional relationships with Sales, Product, Marketing, and other teams to align on customer goals and deliver exceptional service.

  • Serve as a trusted advisor to the VP of Customer Success, providing strategic recommendations and feedback on customer success initiatives.

The Outcomes:

• Entire team churn goals are met or exceeded (All accounts)

• Each CP meets or exceeds indiviudal Set Up Fee Goals, MRR Upsell Goals

• 100% Timely completion of Deadlines/Projects with 100% Data Accuracy (you're reporting to Senior Leadership)

• All Goals & KPIs set forth for Customer Success/Service are met or exceeded 

• Deliver timely & accurate reports to management

• Assist in improve efficiency and effectiveness of current (or new) processes to leverage Digital Success measures

• Maintain positive, can-do, go getter attitude and consistently adapt to change/growth of company in current state

Competencies:

• All A-Players:

• Efficiency

• Honesty/integrity

• Organization and planning

• Assertiveness

• Follow-through on commitments

• Intelligence

• Analytical skills

• Attention to detail

• Persistence

• Proactivity

• A-Player Managers:

• Coaching

• Goal setting

• Empowerment

• Accountability

• Redeploying B/C players

• Team building

• Vision casting

• Change leadership

• Inspiring followership

• Conflict management

• This role:  

• Ability to Multitask & adapt to changes seamlessly

• Consistent Follow Through/completion of deadlines

• Vision Casting/Team Buy In

• High standards/Attention to Detail

• Active Listening skills & Implementation

• Excellent Written & Verbal Skills

• Strategic Leadership

• Balance Between Independence and Humility

• Trustworthy/Honest

• Resiliency

• Growth-Driven

• Churn Reduction

• Ability to Understand churn, prevent it, predict trends

• Customer-Centric

• Process Optimization

• Hubspot Proficiency 

• Operational Efficiency

• Hiring/Development of Staff

• Technology Integration

• Executive Reporting-100% Accurate 

• Overachiever

• Data-Driven Decision Making

• Cross- Functional collaboration

• Trusted Advisor

• Customer Success Journey Design & Implementation

• GET IT DONE attitude

• KPI/OKR Management

• Ability to get team to hit/exceed goals

• Problem Solving, Creative, Quick Witted

• Process Documentation

• Innovation & Continuous Improvement

• Customer Relationship Management

• Sales Planning & Strategy

• Closing Deals, Follow Up

• Booking Appointments/Business Development

A Little About Our VP (Your new Boss!)

Our VP is a powerhouse with a relentless drive to succeed. She has a "get it done no matter what" mentality, balanced with a compassionate leadership style. Not only did she create and launch our Contract Signing via Chat product—which grew revenue for one customer by over $500 million in less than 6 months—she also conceived and built our Voice Call Center from idea to first live call in just 3 months. All of this, while managing every aspect of post-sale customer success and collaborating across departments with Sales, Product, and Engineering. Further, she had a driving force to the entire company rebrand- changing our strategy from "Lead Capture" to "Lead Conversion:... we used to be ApexChat... now we're Blazeo!

She’s a born innovator and leader, always full of fresh ideas and driven by the constant pursuit of a better, more innovative way to do things. Her teams don’t just meet their targets—they blow them away. Last quarter alone, they exceeded their churn reduction goal by 300% and upsell targets by 200%.

She embodies our Core Values and lives them every day. Now, she’s looking for someone who can stand by her side, embrace hard work, and help grow this team. If you thrive in an environment where innovation, ownership, and results are everything, and you love the freedom to create and innovate—this is the role for you.

If you’re ready to rise to the challenge and exceed expectations—bet on yourself, and watch her bet on you.

PS. She loves emojis, "mom jokes" and is constantly finding something "punny" to say...If you're daring enough and still reading this, email her directly to take your best shot... be bold, be daring... raeann@blazeo.com