Manager of Customer Success

Title of Position:  Manager, Customer Success

Organizational Relationship: Reports to Director of Customer Enablement

Job Family: Customer Success

Managerial Responsibilities: Direct

Classification:  Exempt / Full-Time

Location Considerations: Strong preference for candidates residing in Georgia, Utah, or Indiana Location: #LI-Remote

GENERAL SUMMARY:

The Customer Success Manager is responsible for leading and developing the Customer Success team to ensure customers’ desired business outcomes are achieved as a result of using Vyne’s products and services.  The manager will set both qualitative and quantitative metric-related goals to align day-to-day activities to specific business outcomes.  The Customer Success Manager will ensure customers’ and Customer Success team members’ voices are heard while prioritizing feedback to key leadership partners. The Customer Success Manager will ensure Vyne continues to build customer loyalty and ensure long-term customer retention.  The manager will ensure the Customer Success team reduces attrition, increases customer expansion of product offerings and increases customer referenceability. 

DUTIES & RESPONSIBILITIES:

• Coach and mentor CSAs to ensure they understand the vision and impact of their role, ensuring they have the proper training and skillset to achieve their quarterly goals.
• Develop strategic priorities to ensure the customer journey continues to evolve and improve by partnering with customers, and other department managers.
• Align Vyne Dental’s strategic initiatives, customers’ desired business outcomes, and the Customer Success Advisor’s priorities to ensure current and future success.
• Develop and revise the Customer Journey playbook to ensure customers continue to run a better business as a result of partnering with Vyne.  
• Develop and revise the playbook for Strategic Accounts/DSOs.
• Lead by example by sometimes taking escalated calls/situations to ensure a root-cause analysis is determined and long-term solutions are identified and executed.
• Foster a culture of continuous improvement by leveraging customer and team feedback, and analyzing root-cause analysis of where and when to make the necessary changes.
• Develop a strong positive attitude, and proactive team culture by leading by example and ensuring the team helps identify areas for improvement, while not blaming people or departments.  
• Proactively analyzes leading churn indicators and ensures tech and high-touch activities are deployed at the right time during the customer journey to increase utilization and reduce attrition. 
• Coaches team on how to identify upsell opportunities by discovering customers’ current needs and processes to drive customer expansion while increasing Monthly Recurring Revenue (MRR).
• Ensures the Customer Success team builds and expands customer relationships while increasing customer referenceability through positive reviews, case studies, testimonials, etc. 
• Help the team develop business reviews for specific customer segments.
• Track and optimize customer retention metrics, including retention, utilization, cSat, NPS, etc.
• Lead and manage team members in the delivery of assigned tasks.
• Provide guidance and direction in the performance and professional development of team members.
• Other duties as assigned

PHYSICAL DEMAND:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

SECURITY ROLE / RESPONSIBILITY:

• Protected Health Information (“PHI”): This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
• Human Resource Information: This position may have access to and be responsible for the security of information including salary, insurance, reviews, resumes.
• Financial Admin: This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
• Application Admin: This position may have access to and be responsible for securely administering user access to corporate applications.

EDUCATION, KNOWLEDGE, SKILLS & ABILITIES:  

• A minimum of 3 years of experience leading Customer Success for a SaaS company, with additional consideration/preference for experience in a dental/healthcare revenue cycle management business. 
• Bachelor’s degree and/or equivalent leadership experience in customer success, sales, business development, or account management
• Strong interpersonal skills, ability to communicate and manage well at all levels of the organization and with staff at remote locations.
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses.
• High level of integrity and dependability with a strong sense of urgency and results-orientation. 
• A track record of success leading a business operation; an approach to management that brings out the best in staff and yields pride, ownership, and a sense of team effort
• Possess a supportive and accessible management style, the ability to lead and motivate a diverse staff and to encourage change and growth in both people and programs, and a strong commitment to personal and professional development
• Experience with implementing and leveraging customer success platforms 
• Self-motivated and thrives in taking strategic/vision level guidance and translating that into effective execution.
• Exceptional organizational and time management skills.
• Tech-savvy and comfortable spending your day working in a variety of SaaS tools (Salesforce, Domo, Dialpad, etc.).
• A passionate leader of people who enjoys coaching and developing more leaders, who cares deeply and is equally comfortable challenging directly to improve individuals, teams, and the company overall. 
• The ability to excel in a cross-functional role where serving as a conduit of information and collaboration between teams is essential. 
• Experience managing a geographically dispersed workforce, including establishing appropriate processes and measurements to ensure high production and engagement levels.
• Strong, proven servant leadership skills 
• Ability to create new and refined processes removing as much friction as possible helping the team and customers to meet their desired outcomes easier and faster
• Demonstrates a positive attitude that permeates throughout the organization
• Root-cause analysis ability to quickly identify and proactively find long-term resolutions by partnering with other key stakeholders
• Possess strong customer success values and passion for solving problems and improving the customer journey
• Strong emotional intelligence and empathy skills to handle stressful situations with professionalism with all customers and at all levels within the organization
• Analytical and process-oriented skills to prioritize customer touchpoints
• Dedication to meeting and exceeding individual targets and team goals
• Advanced experience in making data-driven decisions that improve customer satisfaction and increase efficiency
• Excellent written, verbal, and interpersonal skills

Vyne provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status.  In addition to federal law requirements, Vyne follows applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.