Manager, Growth Customer Success

Remote, Portugal

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Talkdesk
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At Talkdesk, we are disruptive risk-takers. We don't have a traditional way of doing things and will do whatever it takes to build a product that improves customer experiences. Join the adventure and grow with us. With $268 million in funding and more than 1,800 customers, we’re revolutionizing the industry of contact centers. Join a hyper-growth company that's innovative, bold, and ambitious. Be a part of the future of technology and make an impact on an evolving industry. If you're a self-starter and hungry to learn, apply now and enjoy the ride.

Talkdesk is looking for a customer success leader to manager a team of 4-6 junior level customer success managers.  In this role you will hire, manage, coach, and mentor a remote team mainly based in Portugal and Brazil.  You will assistant your team in managing relationships with customers post implementation through their entire relationship with Talkdesk. Responsibilities include but are not limited to partnering with the sales team on upsells, cross sells, and renewals. Managing the relationship with the customer and being an advocate for them internally when necessary. 

Responsibilities:

  • Select, manage, coach, and mentor a talented, remotely-distributed team of Enterprise Customer Success Managers, responsible for customer retention, growth, and advocacy
  • Engage deeply with our customers; attending EBRs, facilitating thought leadership, and establishing close relationships with executives
  • Deliver best-in-class customer retention and growth metrics
  • Work closely with Marketing on customer advocacy programs
  • Use a data-driven approach to building budget and growth plans
  • Translate business objectives into an execution strategy and successfully execute on the strategy
  • Collaborate with the product and engineering teams to champion the needs of our largest customers
  • Develop deep and ongoing understanding of the Talkdesk product and the competitive space, with the ability to speak about everything from industry landscape to platform architecture
  • Continue to recruit, train and develop our world-class CSMs
  • Serve as Executive Sponsor of select customer relationships

Requirements:

  • Professional working proficiency in the English language, other language proficiency is a plus
  • 2+ years in a customer-facing leadership role
  • 3+ years in customer success, customer service, or sales roles
  • Experience working for a B2B SaaS company that has scaled successfully through rapid growth
  • Excellent people management skills; high empathy and consideration for team morale and individual career progression
  • Experience building and scaling world-class teams; experience hiring, onboarding and training
  • Understand the development and implementation of large-scale, complex applications
  • Experience working for a company that provides a ‘mission critical’ product
  • Highly effective in thriving in an inclusive and multicultural environment
  • Master’s degree is appreciated
  • Experience with Salesforce is preferred
  • Experience with CX Industry is preferred
  • Fluent in English
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
Job region(s): Europe
Job stats:  5  2  0
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