Customer Success Manager

Há 1 mês


Rio de Janeiro, Rio de Janeiro, Brasil Menlo Ventures Tempo inteiro
About the Role

At Menlo Ventures, we are seeking a talented Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for leading our Customer Success team and driving successful outcomes for our clients.

Your Key Responsibilities
  • Provide leadership for CSMs based in our office by overseeing daily activities and tasks, including renewal management, customer education, and other activities aimed at impacting the team's NDR goals.
  • Coach the team on CSM best practices and support them in their development as CSMs.
  • Establish best practices for how to effectively manage a Customer Success team that leverages a scaled model, develop and implement new retention initiatives, strategies, and programs to help increase your team's productivity.
  • Partner with Customer Engagement Strategy and Operations to iterate on new and existing customer life cycle based content, campaigns, and playbooks.
  • Act as an internal advisor, leader, and advocate for team members.
  • Enable teams to educate customers in all segments on Carta's broader mission of creating owners and liquidity.
  • Work with Customer Success leadership to drive feedback on the growing requirements of all customers.
  • Use Net Dollar Retention as the north star, aligning customers with their respective place in the journey to maximize relationships.

About You

We're looking for customer-centric, organized professionals who know how to work in a dynamic environment with multiple priorities. Cross-departmental collaboration and communication is critical to success in the role, and efficient time management is essential as well. In addition, we're prioritizing:

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