Lead Client Success Manager

Customer Impact

Move customers toward their ever-evolving Desired Outcome through interactions with MSPbots.

Develop customer feedback strategies and share uncovered insights through engagement calls with the products, engineering, and marketing teams.

Be the Coach on providing a level of service that inspires our customers to champion MSPbots to other potential customers.

Customer Success-Driven Growth

Customer Success as true Growth Engine through high impact initiatives that solve problems with onboarding, retention, and increasing engagement and usage

Work closely with product and marketing teams on the development and execution of growth strategy.

Measure results, analyze and articulate findings to key stakeholders.

Partner with VIP Client Manager and Product Team to drive the best possible customer experience in regards to onboarding, customer retention as well as engagement post-implementation for new and existing customers.

Leadership

Provide functional coaching and mentorship around Customer Success performance

Work with team on account strategy and help them execute on that plan

Partner with departments and key stakeholders to solve customer challenges and product improvement

Lead the team in delivering against quarterly targets around onboarding, retention, and customer health

Establish, drive, and iterate on metrics and KPI’s for the team

Characteristics/Qualities: 

• At least 2-3 years of leadership experience in Customer Success or a related field, and are knowledgeable in any of the channels we integrate with, including Kaseya, Datto, ConnectWise, and Liongard."
• Experience in the SaaS business model, delivering SaaS solutions for customers is plus
• A history of leveraging data through a variety of tools to inform and execute strategies that encourage the adoption of MSPbots
• Quantitative skills, experience, and preference making decisions based on data
• Experience articulating a vision, strategy, and plans with the ability to communicate up and down an organization
• Ability to interact with teams at MSPbots varying in levels of technical and non-technical conversations
• Demonstrated organizational and operational skills that allow you to manage customers and teams at scale

Who You Are:

Customer-obsessed. You are passionate about MSPbots' mission and delivering a great experience to customers.

Open-Honest Feedback. You are comfortable giving and receiving honest feedback on a regular basis and encourage often.

Playfully competitive. You will be working with a high-performing team who like to win (as individuals but mostly together). Encourage excellence and have a great time doing it.

There are many examples in your career history when you’ve had to demonstrate perseverance and grit.

You’ll be doing challenging work that impacts our customers every day and helps to move their business forward.

We have HUGE ambitions. We aren’t scared to aim for tens of millions of users by 2029. Disrupting the Business Intelligence and RPA industry is a key part of us achieving this ambition

We operate within a largely untapped market with endless possibilities and we are a part of a new, exciting wave of RPA companies that focus on MSPs.

We know a thing or two about making our employees happy, and we go the extra mile connecting our people to our mission