The Senior Manager, Customer Success will leader the Inside Performance Team and oversee the day-to-day operations of a team focused on driving customer satisfaction, adoption, and retention for clients. This role will lead the team in ensuring that each client interaction is valuable and impactful. The Senior Manager will oversee the Inside Performance team, guiding them to meet targets, develop product knowledge, and resolve customer issues efficiently. This role requires strong leadership, a focus on continuous improvement, and the ability to identify opportunities for enhancing the customer journey.
Responsibilities
Managing and Developing the Team
- Directly manage both the Inside Customer Success team and the Performance Specialist team.
- Lead, motivate, and develop a team of Inside Performance Managers by providing structured guidance, coaching to improve performance, and ensuring accountability.
- Hire, onboard, and develop Dealer Success professionals through consistent hiring, training, monitoring, and managing best practices that drive individual and team performance.
- Consistently lead the team to meet and exceed monthly, quarterly, and annual financial and performance metrics.
- Develop team members’ skill proficiency and effectiveness resulting in increased upsells, portfolio growth, dealer satisfaction, and greater retention, as well as build rapport, provide value, show empathy, and effectively resolve issues.
- Ensuring the team has continued education and an in-depth understanding of our products, including Merchandising, conversational AI and AI Marketing Automation capabilities, value propositions, and processes to support the business.
- Address performance issues in a timely manner with team members who are not meeting the expectations of the scope of responsibility.
Supporting clients
- Promote customers’ product adoption, retention, and advocacy to enhance overall satisfaction and value delivery.
- Ensure the Inside Team is delivering proactive, informative support to clients, addressing inquiries, and providing timely resolutions to issues.
- Refine & enhance a strong SaaS performance management model developing and maintaining effective processes that result in the highest level of customer retention.
- Manage customer escalation meetings, and oversee all churn risk and recovery efforts.
- Identify and optimize opportunities across the customer base to enhance revenue potential within existing smaller accounts and create product solutions that address existing gaps.
- Develop, execute, and monitor tools to manage all channels of communication with our customers while improving productivity.
Cross functional / Operational
- Collaborate with cross-functional partners in Sales, Marketing, Product, and Finance to solve business problems.
- Work in conjunction with Implementation, OEM and Partner management, Marketing, Product, and other resources to effectively onboard and train dealers on new products and services.
- Assist Sales teams with dealer presentations, demonstrations, and proposals as needed.
- Support and lead on key initiatives as needed.
Other
- Maintains confidentiality of work-related issues, records, and company information.
- Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard, and advocating change.
- Maintains strong communication, coaching, and organizational skills.
- Demonstrate the values of Impel in everyday interactions, both inside and outside of the company.
- Proficiency in Salesforce, Salesloft, or similar customer engagement tools.
- Perform other related duties, as assigned.
- Bachelor’s degree preferred.
- 3+ years of experience in customer support or inside sales management roles, with a focus on team leadership and performance tracking.
- Proven ability to develop, motivate, and retain high-performing support teams.
- Experience in implementing customer success or support processes that drive customer satisfaction and retention.
- Willingness to travel up to 25%