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Manager, Customer Success - Retention

Chandler, AZ

The Role 

We're looking for a Manager on the Customer Success team to help propel our customers and our team to success. If this is of interest to you, please read through the job description and requirements, then apply below!

The Objectives

  • Reduce company MRR churn
  • Drive adoption through the team’s proactive outreach efforts 
  • Maximize expansion of our existing customers

The Work

  • Coach daily to high-value conversations and proactive customer engagements using an inside-out methodology so that your CSMs are performing the best work of their lives
  • Work to remove external barriers inhibiting optimal outcomes and prioritize by severity
  • Test new approaches to improve outcomes towards your objectives
  • Work cross-functionally with enabling groups to ensure alignment and accountability for desired customer and employee experiences
  • On the floor support – answer team questions & approve requests beyond our standard (ie: total credits applied, billing reduction floors)
  • Create a plan of attack on goals with direct reports and lead discussions on how to achieve desired outcomes
  • Lead team meetings and collaborate with other CSM Leaders on how to effectively co-lead the team and deliver the same message
  • Own the outcome of customer escalations
  • Have recurring 1:1s with CSMs
  • Assist in hiring and interviews for candidates above and beyond your direct group
  • Identify wins/improvements/gaps/frustrations/morale and take necessary steps to address.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Preferred Education and Experience

  • 2 yrs + Leadership experience at a Manager level or above
  • Minimum of 2 years Account Management and/or Retention experience
  • Bachelor’s degree or equivalent

 What you’ll need to have/Competencies

  • Lives the Keap values
  • Superior communication skills
  • High say/do ratio
  • Create solutions to identified problems with available resources
  • Learn new skills to accomplish key objectives as necessary
  • Hold team accountable to follow through on behavioral commitments and targeted outcomes
  • Manage /drive change within immediate team and support larger change efforts
  • Look beyond your department when addressing challenges and seek to solve for the bigger picture
  • Identify conflicting priorities, resolving issues through partnerships with relevant stakeholders
  • Can prioritize quickly and leads self and team to deliver agreed-upon results
  • Ability to solve complex issues and use data to drive the decision-making process
  • Proactive in identifying issues and creating solutions
  • Technical expertise of Keap products and app; Knowledge of CRM technologies and methodologies preferred
  • Coach and mentor newer team members

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, between the hours of 7 a.m. to 6 p.m.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

About Keap

In 2001, Keap (formerly Infusionsoft) pioneered the sales and marketing automation category for small business. Today, Keap is the #1 CRM platform in its category. We're 400+ strong and seeking talented and intelligent people to help us on our mission of helping grow small businesses worldwide.

This position is located at our Chandler, AZ office at 1260 South Spectrum Blvd. Chandler AZ 85286

At Keap, we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.

Helping small businesses succeed

That’s our single most important purpose, and it’s more than just writing on the wall. It’s in the hearts and minds of our employees, and is the burning passion that fuels us to consistently innovate, drive change, and grow ourselves beyond our wildest dreams. To be a part of Keap is to join a cause bigger than yourself, and we think that’s pretty rad!

Dream fulfillment

We believe in people and their dreams at Keap. So much so, we have a dedicated Dream Program that empowers our employees to think big and achieve those dreams—both personally and professionally. Want help setting achievable goals to reach your dreams? Our designated Dream Manager is here to help. Want a space to write out your dreams to spring them into action? Yeah, we have a Dream Room for that.

Flexibility & balance

At Keap, it’s not as much about the time put in or where the work is done as it is about the results achieved. We encourage employees to spend time on (and with) the things that are important to them outside of their careers, so we offer a flexible PTO plan and work-from-home policy that makes that a possibility. Need time off for a vacation to Belize? A mental health day to recharge your batteries? It’s all good as long as it’s a win for you, your team, our customers, and the company.

#keaplife

Helping 5 million small businesses succeed worldwide takes a lot of hustle, and celebrating wins along the way is just a way of life here. We work hard, support one another, and have some fun while we’re at it. Curious about what a peek into #keaplife looks like? Think team builders, spring training outings, a fully stocked cereal bar, a Coke Freestyle machine, ping pong tournaments, an indoor football field meeting area, 24-hour hackathons, Food Truck Fridays, happy hours, even breakfast with one of our execs, just to name a few—phew.

Total rewards

We understand how important it is to have top-notch benefits, and offer a comprehensive package that supports our employees and their families. This includes:

  • Health, vision, and dental insurance
  • Stock options for every employee
  • Life insurance
  • Bonus programs
  • Well-being program
  • And so much more!

Dedication to diversity & inclusion

We realize the power of diverse perspectives, experiences, and backgrounds. Keap is an environment focused on inclusion and education—whether that’s hosting diversity weeks highlighting different cultures, or holding professional workshops for our Empow(her) group that celebrates and supports women in the workplace.

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