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Job Details

Manager Customer Success Management

Location
Madison, WI, United States

Posted on
Oct 26, 2021

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Manager, Customer Success Management
at **MEMBERS ONLY**SIGN UP NOW***.
Madison, Wisconsin, United States
Chase passion. Pursue wellness. Be the best part of our customers’ day. These are some of the core values we hold at Widen, and why we’ve repeatedly been voted one of Madison's Best Places to Work since 2015. Established in 1948, we build high-performing software that empowers organizations to create impactful, meaningful, and measurable brand experiences. Embracing innovation and change, we’ve evolved from a small engraving business to a global software company by putting our customers at the forefront of all we do. Headquartered in Madison, Wisconsin, USA, and London, UK, Widen is a family-owned business with over 70 years of growth driven by unparalleled service and fueled by a community of 660 customers. Let's flourish, together.
Summary
This position leads the Customer Success Management team strategy, as well as the execution of that strategy, for all Widen customers. This strategy will have a positive impact on both the experience and outcomes throughout the following customer lifecycles: new customer, implementation, adoption, utilization, growth, flight risk, and previous customer.
Essential Duties
Manage, mentor, and grow team of Customer Success Managers to achieve the goals of both retention and revenue growth for Widen’s client base year-over-year
Work directly with Customer Success leadership team to align on strategy and vision for CS Department
Work closely with Sr Customer Success Managers to identify gaps and opportunities in shared knowledge of enterprise level accounts
Lead team in cross-team conversations regarding service offerings, retention strategy, value sales and revenue growth per segment
Align and collaborate with sales and implementation team leads to create patterns and ensure a quality customer journey
Collaborate with Marketing Creative team to ensure consistent delivery of the Widen brand experience across touchpoints
Establish preliminary processes to align cross-functional teams
Perform other duties as assigned
Prioritize diversity, equity and inclusion in your every day work to create an environment of respect
Protect the confidentiality, integrity, and availability (CIA) of Widen and customer information held, in any form
Essential Qualifications
Excellent verbal and written communication skills
Strong interpersonal skills
Strong presentation skills in-person and online
Excellent organization skills with attention to detail
Is self-motivated and coachable
Ability to manage a team of successful customer success managers
Previous software system administration experience
2-3 years Team Management
5 years Account Management, Consultation, or Sales experience
Salesforce experience, Gainsight experience (preferred)
Widen offers an extensive benefits package, including medical, dental, vision, life, and disability insurance; 401(k) with company match; and PTO. Besides the competitive compensation and benefits package, Widen believes in a flexible work schedule, community involvement, parental leave, life-work balance, and the benefit of wellness.
Employees have the option to work remotely, from the Madison office, or a mix of both. Access to the office and other amenities are available to all employees — no matter their chosen work setup — to keep teams safe, healthy, and connected in the interim.
Widen is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.

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