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Manager, Customer Success

Manager, Customer Success

allwhereNew York City, NY, US
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Job Title :

  • Manager, Customer Success Location : New York Compensation : This position is a base salary plus bonus with OTE ranging anywhere from $125,000 to $175,000.    Company Overview : allwhere provides companies with a platform that enables their employees to be productive and engaged.
  • Our platform empowers companies to curate equipment, products, and services, seamlessly delivering them to employees globally.
  • For administrators (HR, IT, Operations), we streamline onboarding / offboarding processes and automate equipment management.
  • For employees, we offer a convenient, centralized hub for essential workplace needs.

Remote and hybrid work are here to stay, and allwhere is committed to making these experiences exceptional.   Role Overview :

  • The Manager of Customer Success will oversee and drive the effectiveness of our Customer Success Management (CSM) team.

    • Reporting directly to the Head of Sales and Customer Success, this role involves independent team leadership, strategy development, churn mitigation, and cross-departmental collaboration to ensure client satisfaction and revenue retention.   Key Responsibilities :

  • Lead, coach, and mentor the Customer Success Management team to deliver exceptional service and outcomes for allwhere’s customers.
  • Independently manage day-to-day team operations, ensuring the achievement of KPIs, customer engagement, and retention goals.
  • Collaborate with the Head of Sales and Customer Success to set objectives, establish performance metrics, and develop strategic initiatives.
  • Act as the primary escalation point for complex customer issues, providing swift resolution and maintaining client satisfaction.
  • Proactively identify, track, and mitigate churn risks by analyzing customer health metrics and developing targeted retention strategies.
  • Conduct regular business reviews internally and externally to ensure alignment, customer satisfaction, and identify growth opportunities.
  • Foster cross-functional collaboration with Operations, Product, and IT to advocate for customer needs and enhance the customer experience.
  • Develop and implement customer success processes, programs, and best practices to drive continuous improvement.

    • Analyze customer feedback and data to inform product enhancements and advocate for customer-centric solutions internally.   What We’re Looking For :

  • 5+ years of experience in Customer Success, Account Management, or related roles; at least 2 years in a leadership or management capacity.
  • Proven track record of managing a team, including hiring, coaching, performance management, and professional development.
  • Strong experience in churn risk management and retention strategies.
  • Excellent analytical skills, capable of interpreting customer data and driving actionable insights.
  • Familiarity with IT hardware / software solutions preferred.
  • Ability to work independently, demonstrating initiative, ownership, and accountability.
  • Strong interpersonal skills to effectively collaborate with internal teams and customers at all organizational levels.
  • Proficiency in CRM tools such as HubSpot and productivity suites like Google Workspace.
  • Exceptional communication, problem-solving, and conflict-resolution skills.
  • Entrepreneurial mindset with a passion for delivering extraordinary customer experiences.   Why Join Us?
  • Benefits such as a 401K, comprehensive medical, dental, and vision health insurance Equity in a rapidly growing, early-stage company Opportunity to significantly impact company direction and growth within a dynamic, collaborative environment   Powered by JazzHR
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    Customer Manager • New York City, NY, US

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