Senior Manager, CSM - SMB & Mid-Market

The Role

Bitly is looking for a Senior Manager, Customer Success Managers - SMB & Mid-Market to build, maintain, and grow strategic relationships with our top SMB and Mid-Market customers.

You will be responsible for managing our SMB and Mid-Market Customer Success Team as well as leading strategic initiatives aimed at maximizing adoption, retention, and overall customer lifetime value at scale.

The ideal candidate is a strong leader with industry expertise who has a proven track record of success both in interacting with a high volume of clients as well as growing and leading a team.

This role reports directly to the Senior Director of Customer Success.

The ideal candidate is a strong team player and collaborator with a passion for driving a top-notch customer experience and building exceptional and long-lasting customer relationships.

What You'll Do

• Exceptional relationships
• Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy, technical environment and measures for success
• Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as product management, sales, marketing, legal, engineering and finance
• Customer delight
• Set, measure and achieve or exceed client retention and upsell / cross sell quotas
• Accurately forecast renewal, upsell and cross sell pipeline through effective proactive account management
• Identify and pursue client upsell opportunities, within and outside of their existing use case, to grow your book of business.

Where appropriate, partner with sales on strategic deals

• Anticipate at-risk accounts to mitigate retention risk through client action plans and training on a high volume of accounts
• Lead World-class Customer Success Teams
• Lead a team of high potential CSM’s responsible for all stages of the customer success process : onboarding, training, customer success management, renewals, cross-sell / up-sell, customer support, and advocacy
• Set clear objectives, provide ongoing feedback, and support career development for team members
• Attract and recruit new team members
• Foster strong collaboration within the team and with other company stakeholders
• Encourage continuous learning and a culture of coaching within the team
• Teach and learn from best practices in the customer success ecosystem
• Process
• Make Bitly the best in the business by continuously improving processes in the Customer Success organization and when needed, assisting to train new hires
• Take the initiative to document best practices and sharing successes with the team

Who You Are

• Minimum of 4 years in a CSM or Sales Leadership role
• Have strong leadership skills with the ability to motivate and inspire a team to achieve results
• Customer-first mentality and talent for building strong relationships with clients and colleagues
• Experience working cross-departmentally (with sales, front-line customer service, product, engineering) to serve the needs of customers
• Experience using Gainsight and Salesforce or similar CRM software
• Ability to prioritize and manage expectations within a fast-paced environment
• Excellent written and verbal communication and presentation skills
• Demonstrated experience and passion for social technologies and SaaS space

US Employee Benefits

Your benefits start on Day 1!

Health :

• Inclusive health, dental, vision built to support diverse lifestyles through Aetna & Kaiser
• One Medical membership : Doctors you can text, call or email 24 / 7 and receive access to expert insurance guidance

Wellbeing :

• Wellness reimbursement program
• Enhanced care for reproductive health, family planning, pediatrics with Maven
• Robust mental health support and Employee Assistance Program (EAP) with confidential counseling services through Lyra.
• Impactful community building through our Employee Resource Groups
• Global DEI training programs and guest speakers throughout the year

Financial :

• Generous HSA Contribution from Bitly
• 401k with up to 4% employer match through Betterment, access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years
• Company Stock Options
• Life Insurance - Company provided and supplemental
• Short-term and Long-term Disability
• Unlimited PTO Policy (vacation, sick, & personal), including Mental Health days and 2 annual Recharge weeks
• Partial cell phone and WiFi service reimbursement
• Full support for remote work, including a $500 home office stipend
• Voluntary Benefits : Pet Insurance, LegalShield, IDShield, Hospitalization, and Accident coverages
• Generous parental leave policies; maternity and parental leave for growing families
• Budget for professional development opportunities, including courses and conference attendance
• Coworking reimbursement - $350 on a quarterly basis

Eligibility &