Manager of Customer Success / Account Delivery

United States
Posted 1 week ago

Job Title: Manager of Customer Success
Location: United States (Remote)
Experience: 5+ years of Customer Success Manager

 

OnDemand’s customer engagement platform transforms customer service by unlocking a company’s most extraordinary untapped asset—the knowledge and passion of their power users. World-class organizations like Airbnb, Autodesk, LinkedIn, Microsoft and SAP use OnDemand to connect their customers with their expert users, enabling real-time and automated conversations that deliver an exceptional customer experience with superior economics.

 

The Directly OnDemand business was recently acquired by CSS Corp creating even more opportunity for growth and an expanding customer base.  Read more about the acquisition in this press release: https://www.csscorp.com/all-press-release/css-corp-acquires-san-francisco-based-directlys-ondemand-business/

 

Role:

The Manager of Account Delivery is a player coach opportunity to lead a team of Customer Success Managers and Community Program Managers on the Delivery Team. You will be responsible for delivering successful outcomes to our clients and network of expert freelancers on our platform (thousands of freelancers worldwide).

Our Delivery team is growing rapidly at a global scale in departments like Freelancer Sourcing, Onboarding and Quality Assurance. Your team of “quarterbacks” will work closely with all Delivery teammates, and cross-functionally with Sales, Services, Support and Product & Eng.

In addition to leading your team, you will be managing 1-2 strategic client relationships while working with the Director of Delivery to develop our service & platform delivery playbooks as we evolve.

 

What You’ll Do:

  • Own existing Account Delivery playbooks and drive to make improvements
  • Perfect customer KPIs and leading success indicators
  • Act as the liaison between the client and OnDemand. Maintain strong client relationships
  • Drive program growth, initiatives, and adoption of best practices. Partner with Account Executive on strategic decisions and line of business expansions
  • Lead program management efforts. Rally resources and orchestrate expansions and initiatives
  • Accountable for agreed upon KPI targets with clients. Maintain deep understanding of program KPI’s and health indicators
  • Prepare and facilitate client-facing business reviews and regular check-ins
  • Collaborate with the Community Program Manager on program optimization opportunities. Inform client of program health and network needs

 

What You Bring:

  • 5+ years of Customer Success Manager (CSM) or consulting experience
  • Passionate about people/ team career development
  • Strong client-facing and presentation skills
  • Passion for creative problem solving
  • Ability to make data-driven decisions
  • Highly organized with strong attention to detail and ability to manage multiple tasks and projects
  • Genuinely interested in learning about our customers unique CX we integrate into
  • Infectious enthusiasm and effective leadership qualities

Bonus:

  • Experience in the Customer Support space
  • Looker experience

Job Features

Job CategoryCSS OnDemand
Job Level5 - 10 Years
Experience5 -10

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