Senior Manager, Customer Success
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Senior Manager, Customer Success
Reporting to the International Solution Success Director, covering EMEA, the Senior Manager for Solution Success will manage a team of six Solution Success Managers based in the UK.
This is a vital role requiring strong management skills to lead a high-performing team focused on customer retention and growth. The team will manage personal customer portfolios that roll up into a team portfolio for the successful applicant. All applicants must be UK-based and able to attend the Flexera office in Bracknell when required.
Responsibilities include, but are not limited to:
1. Review all accounts in current portfolio for risk status, value realization plans, and impact (Quarterly).
2. Identify and discuss accounts to be added or removed from individual portfolios (Quarterly).
3. Finalize portfolio changes with management and submit to the commissions team (Quarterly).
4. Maintain a list and coverage plan of unassigned accounts (Weekly).
5. Provide temporary coverage for unassigned accounts or when Solution Success Managers are on leave (As Needed).
6. Review and coach on the creation and sharing of Value Realization (Weekly).
7. Facilitate enablement and certification of team on Value Realization processes such as Outcome Workshops, Value Realization Plans, and Verified Outcomes (Monthly).
8. Monitor Value Realization dashboard and act on missed KPIs (Weekly).
9. Review weekly risk updates in Gainsight and escalate accounts as needed (Weekly).
10. Follow up on action items from weekly leadership risk reviews (Weekly).
11. Engage directly with high-risk accounts in collaboration with Solution Success Managers (Weekly).
12. Support annual budgeting process with Renewals (Bi-Yearly).
Team Management & Development:
1. Hold weekly 1-on-1 meetings with direct reports to exchange feedback and discuss goals.
2. Host regular team meetings for collaboration and feedback.
3. Maintain documentation of processes and best practices.
4. Coordinate with internal stakeholders such as Sales, Support, and Renewals.
5. Communicate organizational changes within Solution Success.
6. Review and approve training, certification, and professional development requests.
7. Conduct annual performance reviews for merit and promotion decisions.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Sales and Customer Service
Industries
* Software Development
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Locations & Recent Job Postings:
* Woking, England, UK - 3 weeks ago
* Stanmore, England, UK - 1 week ago
* Hook, England, UK - 2 weeks ago
* Surrey, England, UK - 2 days ago
* Godalming, England, UK - 4 days ago
* Farnham, England, UK - 1 day ago
* Cobham, England, UK - 1 week ago
* Feltham, England, UK - 1 week ago
* Kingston upon Thames, England, UK - 1 day ago
* Harrow, England, UK - 1 day ago
* Reading, England, UK - 1 week ago
Other recent postings include Customer Success Manager roles in various UK locations.
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