Senior Manager, Customer Success
UserTestingFull Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Candidates must possess over 4 years of proven Customer Success experience, with at least 2 years focused on mid-level or enterprise clients. A minimum of 1 year of experience managing customer success teams and developing team members is required. Demonstrated ability to define, track, and achieve customer success metrics and KPIs, along with exceptional analytical skills and experience using data to drive strategic decisions, is essential. Strong business acumen for communicating client ROI, excellence in problem-solving, strategic thinking, and proactive customer engagement are necessary. A keen eye for detail, a proven track record of meeting or exceeding retention and expansion targets, a Bachelor's degree in Business, Marketing, or a related field, strong communication skills, and the ability to travel up to 25% of the time are also required. Banana.
The Customer Success Manager will lead, mentor, and develop a team of Customer Success Managers to achieve defined KPIs and metrics, while owning key performance indicators including retention rate, expansion revenue, and customer satisfaction scores. This role involves personally managing 3-5 strategic enterprise accounts (approximately 50% of the time), developing data-driven account strategies to maximize client ROI and identify growth opportunities, and conducting quarterly business reviews that clearly demonstrate value and quantify success metrics. The manager will serve as the central liaison between clients and internal teams (Product, Engineering, Sales, Implementation), create and track comprehensive customer health metrics to predict retention risk, and proactively identify and execute expansion opportunities through data analysis. They will implement early warning systems to identify at-risk accounts, champion the voice of the customer by communicating enhancement requests to product teams, and work closely with Sales on account expansion strategies and renewals.
Video management and streaming solutions provider
Panopto provides a video management and streaming platform tailored for businesses and educational institutions. Users can easily record, manage, and share video content securely, with the software compatible with both Windows and Mac systems. This allows individuals to create professional-quality videos without needing advanced technical skills. Panopto serves over 1,000 clients globally, including major companies and universities, and operates in the expanding enterprise video content management market, which supports live streaming, video recording, and secure hosting. The platform is subscription-based, offering features like interactive quizzes and advanced search capabilities, making it useful for corporate training and academic purposes. Panopto's goal is to facilitate effective video communication and learning by providing a comprehensive and user-friendly video solution.