Team Manager, Customer Success

Job Description

We are looking for an experienced Manager of Customer Success to develop, optimize and implement initiatives that will drive increased retention and revenue growth from our top 1,000 creators at Teachable. You will be responsible for managing and leading a team of five Customer Success Managers (CSMs), building metrics, KPIs, and dashboards to report on objective results, and developing new tactics and processes as our team continues to grow their impact. This role will collaborate with Product, Product Marketing, Rev Ops, Customer Support and Success Programming (Scale) to oversee the growth of GMV (Gross Merchandise Value) from our top creators and ultimately increase NRR (Net Revenue Retention) growth for the CSM Book of Business. The Manager of Customer Success will report into the Director of Customer Success as part of the Customer Success department. The Customer Success department includes Customer Success Management, Customer Support & Operations, Customer Programming (Scale), and Onboarding.

• Manage - Coach, and lead a team of at least five Customer Success Managers (CSMs) that love going above and beyond to help our highest earning customers at Teachable
• Build & Optimize - Develop and implement playbooks and processes as well as develop new tactics and processes to drive increased retention and revenue growth from our top customers.
• Partner & Evaluate - Work with cross-functional partners to understand the key levers to achieving results and create corresponding action plans.
• Measure & Report - Build metrics, KPIs, and dashboards to report on objective results. Evaluate trends in customer interactions with team members and process, implementing a course of action and evaluating outcomes for the betterment of team performance
• Advocate - Act as a customer advocate and expert, summarizing and socializing their experience and product needs with cross-functional partners.

What We're Looking For

• 3 - 5 years of relevant experience managing and driving revenue from existing SMB customer accounts in a B2B or B2C environment (ideally in SaaS with a familiarity with subscription and transactional/take-rate revenue models)
• At least 2+ years of experience managing high performing teams responsible for customer retention, satisfaction, and sales strategy/upsells
• Strong talent developer with a track record of coaching team members, supporting their success, and holding them accountable
• A true role model of our Focus on Customers core Teachable value who can empower and motivate a high performing team to realize the best possible outcomes for our Creators
• Excellent communication skills, strong technical aptitude, and commercially minded
• Possess a strong business acumen and ability to prioritize and make decisions based on business performance
• Strong attention to detail, analytical skills, and ability to interpret data to make strategic recommendations.
• Operationally minded, with a clear ability to build structure and repeatable process in an ambiguous environment

Nice to Haves

• SaaS experience is strongly preferred
• A solid understanding of the online creator economy and follow creators who have built successful online businesses
• Familiarity with Salesforce, Slack, Google Drive, Zendesk, and/or Sigma/SQL
• Experience with SQL is a plus but not mandatory
• Have used a Learning Management System (LMS) before
• Possess previous experience in sales

Additional Details

• This role is open to remote candidates in the U.S.
• Applicants must be currently authorized to work in the United States on a full-time basis.
• For this role, the base salary range is $100,000 - $120,000. Total compensation also includes a competitive benefits package, an annual bonus and Restricted Stock Units (RSUs). A salary offer will be determined by a number of factors including experience, skill level, education, internal pay equity, and other relevant business considerations. We review all teammate pay and compensation programs regularly to ensure competitive and fair pay.

At Teachable, we are committed to providing fair and competitive pay (using market data to inform our pay bands), rewarding high performance, and ensuring all employees have the opportunity and ability to impact Teachable’s overall company value. Base salaries will be reviewed at regular intervals throughout the year, typically following performance review cycles currently conducted bi-annually or in conjunction with a promotion. While Teachable maintains our NY office for local employees to use, we operate as a remote-first culture in order to give our employees added flexibility. In order to maintain connection and create a community beyond the screen, Teachable holds company-wide, in-person events 2-3 times per year, where employees and teams can come together for team bonding, strategic alignment, goal-setting, and celebrations! Benefits: Remote-first culture Comprehensive Health, Dental, & Vision benefits with an option covering up to 100% of monthly premiums Generous Vacation, Personal, and Sick Time Parental leave, 16 weeks fully paid after three months of service 4% 401(k) with match after three months of service Supplemental student loan repayment assistance or a professional education stipend Tax-free commuter benefit Gym/Wellness reimbursement up to $100 in pre-tax dollars per month One-time $500 Work from Home (WFH) purchase card for new hires and ongoing WFH monthly reimbursement for certain home expenses of up to $100 per month Headspace subscription $250 Donation Match Program Teachable encourages individuals from a broad diversity of backgrounds to apply for positions. We are an equal opportunity employer, meaning we're committed to a fair and consistent interview process. Please tell us in your application if you require an accommodation to apply for a job or to perform your job. Apply for this job