Senior Manager, Customer Success - Crisis Prevention Institute
Millwaukee, WI 53224
About the Job
Our Story:
Crisis Prevention Institute Inc. is the worldwide leader in evidence-based de-escalation and crisis prevention training, and dementia care services. Since 1980, we’ve helped train more than 15 million people within service-oriented industries including education, healthcare, behavioral health, long-term care, human services, security, corrections, corporate, and retail.
At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and SecuritySM of everyone. We believe in the power of empathy, compassion, and meaningful connections. We believe personal safety and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning. It is what defines and differentiates us, and informs our core beliefs.
As a member of the team, you can expect to:
- Make a difference through your work – You’ll be proud to tell your family and friends about what you do.
- Gain significant career experience only obtained within a fast-growing organization – Entry-level roles through executive leadership.
- Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.
The Role:
The Senior Manager of Customer Success is responsible for leading and managing a team of Customer Success Advocates (CSAs). The role's core responsibility is to plan client retention strategies and account strategies that increase revenue, ensuring that the CSAs are engaged, proactive, and goal-oriented, driving the retention and growth of their accounts. This role will develop strategies to meet account management goals, fostering a positive and competitive team environment, creating incentive plans, and motivating the team. The Senior Manager of Customer Success must work independently and cross-functionally, demonstrating self-motivation, proactivity, and true collaboration.
What You Get To Do Everyday:
The Senior Manager of Customer Success is responsible for leading and managing a team of Customer Success Advocates (CSAs). The role's core responsibility is to plan client retention strategies and account strategies that increase revenue, ensuring that the CSAs are engaged, proactive, and goal-oriented, driving the retention and growth of their accounts. This role will develop strategies to meet account management goals, fostering a positive and competitive team environment, creating incentive plans, and motivating the team. The Senior Manager of Customer Success must work independently and cross-functionally, demonstrating self-motivation, proactivity, and true collaboration.
What You Get To Do Everyday:
- Lead, develop, and mentor a team of Customer Success Advocates to achieve high performance.
- Ensure a high level of correspondence and communication with clients.
- Ensure Customer Success Advocates are engaged and proactive in their roles.
- Set clear goals and expectations for the Customer Success team, monitoring performance and providing regular feedback.
- Develop and implement strategies to retain and grow accounts, ensuring customer satisfaction and achieving revenue targets.
- Foster a positive and competitive team environment.
- Create and manage incentive plans to motivate the Customer Success team.
- Provide support and help drive client growth by partnering with the Sales department in new sales activities.
- Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.
- Perform other position-related duties as assigned.
You Need to Have:
- Bachelor’s degree
- Seven years or more work experience leading Account Management teams
- Experience working with sales and account management technologies, including customer relationship management (CRM) systems
- Experience developing, teaching, and implementing proven, repeatable, scalable methods to maintain and grow accounts
- Proficiency with Microsoft products including Outlook, Word, Excel, PowerPoint, and Teams
- Ability to work independently and cross-functionally as a great team member
- Ability to retain and grow accounts, achieving revenue targets
- Ability to create and manage incentive plans
- Excellent teambuilding skills with the ability to attract, develop, and retain a high-performing team
- Outstanding leadership skills with the ability to delegate responsibilities and authority effectively and to encourage individuals to decide how they will accomplish their goals and resolve issues
- Well-developed interpersonal skills, including negotiation, writing, speaking, and listening skills
- Self-motivated, proactive, and unafraid to take initiative
- Strong business acumen and strategic thinking ability
We'd Love to See:
- Experience working in account management within the education and/or healthcare fields
What We Offer:
- $100,000 - $115,000 annual salary
- Annual company performance bonus
- Comprehensive benefits package
- 401k
- PTO
- Health & Wellness Days
- Paid Volunteer Time Off
- Continuing education and training
- Hybrid work schedule
Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, diversity of thoughts and beliefs, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.
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Source : Crisis Prevention Institute
