Senior Manager, Customer Success - The CBORD Group, Inc.

Who We Are

CBORD and Horizon are the world’s leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.

The Senior Manager, Customer Success will be responsible for building and setting direction for the CBORD/Horizon Customer Success team across all lines of business.  This includes defining our customer success principles and best with a focus for renewals and product expansion.  Partner with many other teams in the organization (i.e Sales, Marketing, Professional Services, Support, and Development) as we design, build, implement and maintain solutions to help our customers operate and scale more effectively. 

Your success will be measured through:

• Retention
• Upsells and Expansions
• Product Adoption
• Customer Health Score

A key focus of the Senior Manager, Customer Success is on people management, career growth, and team culture development.  This is a working manager position so there is an expectation that this leader this individual will also manage a portfolio of strategic/high profile customers. 

What You’ll Be Doing

• Grow, develop, and scale the customer success team at CBORD/Horizon.
• Build clear structure, processes, playbooks, and reporting that enable Customer Success Managers (CSMs) to successfully drive business value specific to a customer.
• Build our customer success practice including regular Business Reviews, creating external executive level relationships and internal executive sponsorships.
• Set performance targets for the Customer Success organization based on deployment, adoption, and consumption of our solutions.
• Identify and analyze customer relationship risks through the course of the customer engagement/interaction.
• Partner closely with other leaders to create a seamless customer journey from implementation through renewal and beyond.
• Collaborate heavily with Sales and Product Management functions.
• Partner closely with Marketing to develop customer case studies, testimonials, and messaging.
• Proactively communicate customer stories, insights, value propositions, and feedback to help everyone at our company get better.
• Administer onboarding and customer success technologies.
• Establish the CSM role as trusted advisor.
• Provide direct management of CSMs.
• Build, drive and manage a high-performance culture to achieve superior results and for which passion for continuous improvement is innate.
• Recruit, hire, develop and retain high quality talent.
• Act as an escalation point for high severity customer issues that arise from within the team.
• Actively manage your portfolio of customers.

What You’ll Bring to the Table

• 10+ years of Customer Success experience or other customer facing roles including account management, customer support, product management or sales with at least 4 years of management experience in a Customer Success or Account Management role, ideally in both SaaS and on-premise software spaces
• Go-To-Market and post sales mentality, include comfort with owning and growing customer relationships
• Excellent organizational, leadership, decision making and communication skills
• Experience in developing, growing, and managing Customer Success teams with a track record of driving renewals and product expansion
• Experience with all aspects of the customer journey, including implementation, project management, and stakeholder management
• Experience collaborating with other organizations like Sales, Sales Operations, Development, Product Management and Professional Services
• Proven ability to manage high pressure customer situations and respond in a way that drive customer loyalty.
• Excellent interpersonal skills will be needed to build healthy relationships, both internally with co-workers and externally with customers and business partners.
• Excellent ability to manage multiple tasks, changing focus as needed
• Knowledge of Cloud SaaS tools and offerings would be advantageous

What’s Good to Know

Ability to travel as needed, up to 35% of the time

Who You’ll Work With

• Customer Success Team
• Other team members across all departments (Sales, Marketing, Professional Services, Support, Product Management, Development, Accounting, Contracts, and Supply Chain)
• Clients/Customers
• Business Partners and Third-Party Vendors

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Customer Support