Senior Manager, Mid-Market Customer Success

The Role:

As the leader of Iterable’s Mid Market Customer Success team, you will be responsible for managing a team of Mid-Market ($80k - $250k ARR) Customer Success Managers making sure their customers are both happy and increasing their ROI from using the Iterable product. You will build meaningful relationships with both internal stakeholders and the customer’s executive decision makers.

The role is ideal for an individual with very strong leadership and relationship building skills with the ability to navigate large organizations to identify key areas for retention and growth. Keeping customers happy and productive is core to our mission.

Position Details:

• Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
• Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
• Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
• Maintain a trusted advisor relationship with each assigned client
• Be on the front lines of solving any issues our customers may face
• Build, manage and motivate a highly effective Customer Success team
• Manage a small portfolio of customers as an individual contributor in addition to your management responsibilities
• Identify, track and report metrics that measure your team’s effectiveness at solving customer problems and contributing to the company’s mission
• Proactively identify changes we can make to our application to make our customers' lives easier
• Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
• You'll have the responsibility of developing a Customer Success strategy which can be scaled for the company's growth
• Responsible for department management including staffing, training, performance management and career development of associates
• Create training materials and workshops to facilitate knowledge sharing and best practices

The Ideal Candidate Will Be/Have:

• Bachelor’s degree or equivalent experience
• 5+ years of experience in a B2B customer success role with a fast-paced SaaS startup
• 3+ years of team building and management experience
• Demonstrated history of hiring and managing phenomenal talent
• You are a leader with deep experience in delivering complex solutions at the enterprise level
• Demonstrated ability to manage ambiguity and apply problem-solving skills
• Exceptional communication and interpersonal skills
• Desire to teach new customers about the platform
• Strong ability to understand technical concepts and problem solve
• Very strong empathy for the customer and drive to solve the problems they may face
• Willingness to travel up to 25% of the time

Bonus Points:

• Experience with email marketing, push or SMS software
• Familiarity with technologies like APIs, HTML, CSS, and Javascript
• Consulting experience

Perks & Benefits:

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance

The US base salary range for this position at the start of employment is $124,000 - $180,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.

Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.

• Pre-tax commuter benefits
• Complete laptop workstation