Manager of Customer Success

About Crownpeak

At Crownpeak, we provide a cutting-edge, composable Digital Experience Platform (DXP) that helps global enterprise and retail organizations enhance their digital presence and drive growth. Our platform enables the rapid creation of tailored digital experiences through the combination and orchestration of best-in-class content marketing tools, resulting in powerful customer engagement and long-term loyalty.

Our solution is unique in that it’s designed to streamline and accelerate marketing and IT workflows, allowing teams to efficiently deliver and manage end-to-end digital experiences to any touchpoint, device or channel from the start, faster than ever before.

Our mission is to revolutionize the digital landscape for global enterprises and retail organizations. We do this by providing a customizable and composable platform that seamlessly blends speed, simplicity, and adaptability in crafting unique, accessible digital experiences that align with the evolving needs of their customers. Our ultimate goal is to drive customer satisfaction and loyalty through unparalleled digital experiences.

Our vision is to transform the digital realm by crafting a platform that embodies speed, simplicity, and adaptability. We aim to empower businesses to effortlessly respond to the ever-changing demands of their customers, promoting inclusivity through exceptional digital experiences.

Join us and make an immediate impact in the digital world.

What will you do?

• Attract, hire, mentor, and retain highly skilled customer success professionals
• Be responsible for your team achieving their KPIs against retention, on-time customer renewal, customer expansion and advocacy
• Partner with Account Executives and Sales Leadership, taking a lead role to ensure excellent customer experience and commercial alignment
• Guide and support your team in managing their clients throughout their lifecycle
• Monitor your team’s book of business to identify risks and opportunities, taking action or escalating as appropriate
• Create an encouraging environment of collaboration and continually focus on improving and developing skills
• Position Customer Success service offerings with prospects and existing customers
• Act as executive support for critical customers and customer events
• Collaborate with cross-functional teams to develop specific short and long-term account plans that both optimize product adoption and advocacy goals
• Prioritize and drive resolution to customer escalations

Who are you?

You are a Customer Success (or related) professional, as an aspiring leader, you inspire team members to grow, develop, and achieve their KPIs. You enjoy building relationships with customers, including as a peer to more senior stakeholders.

• You build strong positive relationships with clients and colleagues
• You have exemplary written and verbal communication skills coupled with unparalleled follow up skills
• You are known for being a team player
• You have a high level of intellectual curiosity
• You have a successful track record of managing multiple priorities and initiatives concurrently
• You see opportunity and growth in learning more and continuously improving processes, yourself and your team
• You have 5+ years of SaaS experience
• You have 3+ years relevant experience in Customer Success or Account Management
• You have 2+ years of experience managing or mentoring staff

Our Culture

We offer competitive salaries, great colleagues and excellent benefits.

We strive for success, are always pushing to do better, and work with pride and purpose together. You can see them in action in all aspects of our everyday work.

Today we are a 350+ team headquartered in the US with offices in Colorado, London, Paris, Amsterdam, Dortmund, Sofia and Sydney.

Check out more about life as a Crownpeep on Linkedin and Instagram @crownpeak.

Crownpeak is proud to have a widely diverse team. We are committed to creating an inclusive environment where everyone, whoever they are, feels comfortable to be themselves and each person is valued for their skills, experiences, and unique perspectives.

Crownpeak celebrates all talents. All of our positions are open to people with disabilities and we give them the means and opportunity to express all of their skills.

*By applying for this position, you are agreeing to our Candidate Privacy Notice.