Manager, Customer Success (Digital First)

Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets.

Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campaigns, and track legislative activity at all levels of government, including federal, state, and local.

Do you have the right skills and experience for this role Read on to find out, and make your application.

As a Manager, Customer Success , you will be responsible for leading, managing, and coaching an existing team of Customer Success Managers dedicated to our Tech-Touch (Scale / SMB) segment.

This team will be tasked with boosting customer loyalty, adoption, and retention by employing a digital-first customer journey through scalable engagement tactics (such as one-to-many playbooks, email campaigns, surveys, signal-based outreach, and in-app messaging).

Additionally, you will own the strategy and execution for our end-to-end digital-first approach, which will enable broader scalability across segments.

What You’ll Do

• Hire, onboard, train, mentor, and develop Customer Success Managers and / or supporting Success Team roles.
• Guide Customer Success Managers to utilize a customer-focused strategy to drive product adoption, customer satisfaction, and overall customer health, with a focus on data-driven activities and automation across the customer journey.
• Coach Customer Success Managers on the skills needed to map Quorum’s capabilities to customer business needs, communicate Quorum’s value to various government personas and audiences, and nurture customer accounts to identify risk, revenue expansion opportunities and ensure successful renewals.
• Establish team targets, comp structure, and KPIs.
• Work collaboratively across customer success teams and CS operations to identify repeatable strategies and playbooks designed to drive user engagement, product adoption, value realization, and customer loyalty.
• Continuously enhance the digital strategy to serve the broader customer base.
• Provide ongoing enablement of internal teams.
• Closely collaborate with GTM functions to ensure continuity across the entire customer journey.
• Translate customer insights into actionable feedback for our product and go-to-market teams.

About You

• You have 2+ years managing teams of Customer Success Managers, or similar functions.
• You have 3-5+ years of experience as an individual contributor Customer Success Manager, or similar customer-facing role within a high-growth B2B software business.
• You have experience building and / or executing digital Customer Success programs through scalable processes and technologies, with a focus on customer onboarding, early adoption, maturing adoption, impact / optimization, and renewal / expansion.
• You have strong communication skills with the ability to articulate ideas clearly and generate enthusiasm for driving action.
• You’re an active learner and enjoy both teaching and learning.
• You are capable of creating buy-in among team members, ensuring alignment with organizational goals and strategies.
• You have strong problem-solving skills, capable of addressing challenges and making informed decisions to drive performance improvements.
• You are skilled in motivating and developing a team who is early in their career journey.
• You are proficient in using CRM software (preferably Gainsight), analytics tools, and other technologies to streamline processes and enhance team productivity.
• You want to be a part of building and maintaining a diverse and inclusive team environment.

Our Work Environment

• We are a hybrid team with flexible work options : work remotely or choose to come into our vibrant, sunlit space in our modern, open concept office in Washington DC.
• Our office building is located in the heart of downtown DC, easily accessible by metro, bus, and rideshares.
• Our team loves to spend time doing fun things outside of the office - both together and remote.

Do you want to learn what it's like to have a real impact at a fast-growing company that is changing the way the advocacy process works?

If so, drop us a line. We'd love to talk to you!

Compensation Structure

• Base Salary : $100,000.00 $115,000.00 (commensurate with experience)
• Variable Compensation : Up to $17,650.00 in team retention and expansion bonuses

Benefits

• Flexible Paid Time Off
• Paid Company holidays plus additional company-wide days off for team members to rest and recharge
• Free Subscription to the Calm App
• Free Subscription to Linkedin Learning to support professional development
• 401k match
• Choice of trans-inclusive medical, dental, and vision insurance plan options

For any questions regarding any open roles on our team, please reach out to [email protected].

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