OpenTech is a technology company dedicated to providing innovative solutions and exceptional service for self-storage property owners and customers. We pride ourselves on our vibrant culture, family-oriented environment, and open-door policy. Our team embodies the energy and agility of a startup with the experience of an established organization. Mistakes happen, but it's how we recover that sets us apart, and we are committed to continuous improvement.
About the Role
As the Manager of the Customer Success Team, you will lead and coach a group of professionals responsible for delivering exceptional customer experiences with OpenTech's self-storage technology solutions. You will play a key role in fostering long-term customer relationships, increasing product adoption, and ensuring the success of customers across our product portfolio. This role is ideal for a people-oriented leader passionate about mentoring and developing team members while continuously improving processes and leveraging technology.
Key Responsibilities
- Manage and mentor the Customer Success Team to achieve high levels of customer satisfaction, retention, and product adoption across all OpenTech technologies.
- Drive key metrics directly impacted by the Customer Success Team, including customer onboarding success rate, customer retention, churn rate, product adoption, upsell/cross-sell opportunities, and overall customer lifetime value (CLV).
- Oversee the day-to-day operations of the Customer Success Team, including hiring, training, and performance evaluations.
- Serve as the highest point of escalation for customer issues, ensuring quick and effective resolutions.
- Collaborate closely with Sales to support high-quality customer prospects and ensure a seamless transition through the customer journey.
- Monitor, analyze, and report on Customer Success KPIs regularly, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Monthly Recurring Revenue (MRR). Present findings in Monthly Business Reviews (MBRs).
- Identify areas for process improvement, project planning, and implement strategic actions for continuous development.
- Use a data-driven approach to monitor and analyze customer behavior, product usage trends, and team performance to inform decision-making.
- Collaborate with Product and Engineering teams to ensure product features meet customer needs and facilitate smooth technology rollouts.
- Proactively identify at-risk customers and develop strategic plans for retention.
- Manage customer feedback loops to continuously improve the customer experience.
- Ensure the team meets deadlines and fulfills commitments made to customers and internal stakeholders, fostering accountability and maintaining trust.
- Stay updated on industry trends and incorporate relevant insights into the Customer Success strategy.
Qualifications
- Bachelor's degree in a related field from a four-year college or university, or equivalent work experience.
- 3-5 years of managerial experience in a customer-facing role within a fast-growing technology and service-driven company.
- Proven ability lead and coach a team of 5-10 direct reports, with strong mentoring and leadership skills.
- Excellent communication and problem-solving abilities.
- Experience with customer success metrics and KPI analysis.
- Proficiency in CRM systems and customer success platforms; familiarity with D365 (Microsoft Dynamics 365) is a plus.
- Strong collaboration skills, with the ability to work cross-functionally to resolve customer issues and improve processes.
- Ability to manage customer feedback systems and implement solutions based on Voice of the Customer insights.
Benefits
- 401(k) with company matching
- Health, dental, vision, and life insurance
- Paid time off and parental leave
- Employee discounts
Work Environment
At OpenTech, we foster a dynamic and family-oriented work culture where collaboration, integrity, and creativity are highly valued. We offer an open-door policy, encouraging our employees to bring forward their ideas, perspectives, and innovations.