Senior Manager, Customer Success in Durham, North Carolina at Decisions

Why Decisions

At Decisions, we help organizations make work easier through intelligent process orchestration. Our platform brings workflows, rules, approvals, and AI together so teams can simplify complex processes, move faster, and focus on the work that matters most. Behind that platform is a team of curious, collaborative people who take ownership, support one another, and care about creating real impact for our customers. If you’re excited by meaningful work, smart teammates, and opportunities to grow, Decisions could be a great place for you.

About the Role

Decisions is looking for a Senior Manager, Customer Success to join our Customer Success team. In this role, you’ll manage a team of Customer Success Managers focused on reducing churn and expanding customer growth. This position may also directly manage accounts, if necessary. This person will partner with customer success leaders as well as leaders from other departments to accomplish customer support and company goals.

As an important voice in Customer Success, you’ll work closely with leadership and management teams to regularly inform the progress and growth of your customer as well as raise any escalations and solve them through cross functional partnership. You’ll use your previous Customer Success Manager expertise to help your team build world-class relationships and help mentor and shape the next leaders of the organization.

The ideal candidate is a strong leader, strategically minded and self-motivated with excellent analytic, facilitation and communication skills (both oral and written).

What You’ll Own

• Oversee and manage Customer Success Managers and Customer Success Associates

• Motivate, inspire and mentor team members to excel

• Review calls and coach team members to improve

• Delegate non-customer specific tasks out to appropriate team members

• Serve as a point of escalation for team members and customers

• Identify strengths within your team’s portfolio and turn them into growth opportunities.

• Develop thoughtful onboarding and continuous cultivation of your direct reports, priming the next leaders within the organization

• Work with CSMs to deeply understand our customers’ objectives

• Empower CSMs to become a trusted advisor and advocate for the customers they serve

• Partner with product and engineering to continuously improve products and bring the voice of the customer into the organization

• Drive true value for customers

• Assist CSMs with upsell opportunities to pass along to sales

• Facilitate sessions with customers to figure out “how else” they can be using decisions

• Identify strengths within your team’s portfolio and turn them into growth opportunities.

• Partner closely with Account Management to support continued customer growth

• Collaborate with Sales to identify, develop and deliver Renewals & Expansion opportunities

What You Bring

• 3-5 years of experience in customer success, account management, sales, service/support, or a related area in the same industry or a similar/adjacent industry

• Experience in managing a book of customer relationships with proven ability to drive alignment within customer environments at executive and functional levels

• Management and achievement of retention, growth, and profitability goals

• Experience in driving customers toward achievement of desired business outcomes

• Experience in building collaborative relationships internally across sales, marketing, product, and support to facilitate a seamless customer experience

• Exceptional strategic, analytical, and communication skills, with the ability to influence at the executive level.

Bonus Points

• Experience in a leadership position within Customer Success, Customer Experience or Account Management

Benefits & Perks

We know people do their best work when they feel supported. That’s why we offer benefits and perks that help our employees take care of themselves, stay connected, and continue growing in and outside of work.

• Competitive compensation and performance-based incentives.

• Comprehensive health and wellness benefits.

• Flexible work environment with opportunities for remote or hybrid work.

• Professional development, learning, and certification support.

• Collaborative, high-growth culture with opportunities to make a meaningful impact.

• Paid time off, company holidays, and employee recognition programs.