Manager, Customer Success

What’s it like to work at Quick Base? Well, our company, our market and our customers are growing fast. This means all Quick Base employees are engaged in interesting work, we try new and different things and have lots of room for career advancement (1/3 of our employees are in a new role from 1 year ago!). We work with exceptional colleagues and foster an environment that empowers those closest to the work to make decisions and provide each other the support to move quickly and learn as we go. Quick Base combines the excitement and pace of a startup with the stability and work/life balance of a market leader. Find out if Quick Base is for you! 

Position Overview:

Reporting to the VP of Customer Success, this role will lead a team of Customer Success Managers that both support new customers and existing customers. The objectives and key results of the role include: driving active usage and adoption, making builders successful, improving net retention and expansion, and mitigating risk.  Above all this person should be focused on helping Quick Base Customers get the most value possible out of Quick Base.

In this role, the candidate will be expected to drive and define the team’s focus and processes.  To be successful in this role the candidate must have a customer-centric mindset, be able to motivate and develop customer success managers, and use data to drive team direction.  The candidate should also be prepared to work directly with customers alongside Solution Engineers; Mid, Enterprise and Strategic sales teams/leaders; and fellow Customer Success Managers. 

This in an opportunity for a candidate to join a collaborative management team and to help define the future direction of Customer Success at Quick Base.

Responsibilities:

• Hiring, training, developing, and retaining talented engaged Customer Success Managers; coaching and mentoring, evaluating job performance, providing meaningful, timely feedback, and appropriately addressing performance issues
• Partner with Marketing, Customer Care, Success Offerings, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth
• Ensure Customer Success Managers have appropriate training and development to perform their jobs, use data to track KPIs, forecast retention, and create customer insight
• Provide continual evaluation of methods to improve operations, efficiency, and service to both internal and external customers
• Continually identify ways to mitigate any risk that threatens customer growth, satisfaction, or renewal

Qualifications:

• 5+ years’ experience in Customer Success and/or services function and implementing SaaS solutions

• Strong leadership skills; previous leadership experience is a plus
• Experience maintaining and growing clients and outside partners
• Track record of proactively resolving escalated client service issues while sharing insights with the organization

• Experience establishing and growing relationships with all levels within enterprise organizations from Director to C-Suite
• Ability to improve team processes and direction
• Experience working with 3^rd party service providers, able to identify customer needs and communicate the value of working with service providers

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.