Job Post

Manager, Customer Success
Quick Base
150 Cambridge Park Drive
Cambridge, MA 02140
Company Description: Quick Base provides a cloud-based platform that empowers problem solvers to quickly turn ideas for better ways to work into apps that make their organizations more efficient. For nearly 20 years, people of all technical backgrounds have been using the Quick Base platform to create solutions that streamline processes, capture real-time data, and improve company operations while working in concert with existing IT systems. Based in Cambridge, MA and a former division of Intuit, Quick Base has a 6,000+ customer universe of app-enabled businesses that spans all industries and company sizes, and includes more than half of the Fortune 100. Come join us as we grow.   About the team: At Quick Base, we believe that exceptional employees are not only the key to our success, but also to our customers’ success. Our teams are small, diverse, nimble and highly empowered to drive Customer Success excellence. Each team owns its own commitments and outcomes. Our employees enjoy interesting challenges, learn fast, and strive to do the best work of their life.   Position Overview: Reporting to the Director of Customer Success, this role will lead two newly formed teams aimed at servicing our customers at critical points in their lifecycle: (1) Onboarding new customers to the platform and (2) Identifying customers at risk or needing special attention and quickly giving them a high touch, positive experience that drives retention and expansion.  In this role, the candidate will be expected to drive and define the team’s focus and processes.   The ideal candidate will excel in a fast paced, priority and results driven culture.  To be successful in this role the candidate must have a customer-centric mindset, be able to motivate and develop customer success managers, and use data to drive team direction.   This is an opportunity for a candidate to join a collaborative management team and to help define the future direction of Customer Success at Quick Base.   Responsibilities:
  • Hiring, training, developing, and retaining talented engaged Customer Success Managers; coaching and mentoring, evaluating job performance, providing meaningful, timely feedback, and appropriately addressing performance issues
  • Partner with Marketing, Customer Care, Success Offerings, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth
  • Ensure Customer Success Managers have appropriate training and development to perform their jobs, use data to track KPIs, forecast retention, and create customer insight
  • Provide continual evaluation of methods to improve operations, efficiency, and service to both internal and external customers
  • Continually identify ways to mitigate any risk that threatens customer growth, satisfaction, or renewal
  Professional experience:
  • Strong leadership skills in managing a team of at least 5 individuals and providing the motivation, coaching, and development to grow the team’s careers
  • At least 5 years’ experience in Customer Success and/or services function and implementing SaaS solutions
  • Experience cultivating, maintaining and growing critical, strategic enterprise clients and outside partners
  • Track record of proactively resolving escalated client service issues while sharing insights appropriately with the broader organization
  • Experience establishing and growing relationships with all levels within enterprise organizations: individual contributors to C-suite
  • Self-directed and able to identify opportunities to improve team processes and direction and execute accordingly
  • Experience working with 3rd party service providers, able to identify customer needs and communicate the value of working with service providers
  Qualifications:
  • BS/BA degree (Computer Science or Business degree preferred)
  • Experience working with relational databases
  • Strong understanding of web service technology and protocols (REST, SOAP, XML, JSON)
  • General working knowledge of object oriented programming and scripting languages (JS, PHP, PYTHON, JAVA)
  • Experience working with SaaS integration services is a plus
  • Experience with no code or low code platforms and/or with databases and web services technology is a plus
Category: Client Services
Full-time

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Quick Base is the platform that businesses use to quickly turn ideas into apps that make them more efficient, informed and productive.

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