Job Description
<div class="content-intro"><p><img style="display: none; max-width: 100%;" src="https://click.appcast.io/greenhouse-te8/a31.png?ent=34e=22630t=1701374353806" width="1px"> <img style="display: none; max-width: 100%;" src="https://track.jobadx.com/v1/i.gif?utm_pixel=224e990b-8ff4-4287-8d5d-2ff09647f181utm_ptz=ESTutm_rqt=track" alt="" width="1"></p></div><h2><strong>About the Team</strong></h2>
<p>The SevenRooms Customer Success Team is the heartbeat of our customers. We are a diverse, global team dedicated to helping our customers meet their business goals through creative problem-solving, data and deep product knowledge, always with a customer-first approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the SevenRooms/Doordash mission makes it easy to be obsessed with our customers.</p>
<h2><strong>About the Role</strong></h2>
<p>SevenRooms is hiring for an Associate Manager, Customer Success to lead our team of SMB Customer Success Managers in North America. In this role, you will be responsible for guiding, mentoring, and hiring your team, while also ensuring our clients have a fantastic experience using our platform. You will inform and execute on strategic initiatives that are aimed at influencing company metrics like product feature adoption, retention, and ROI for our clients.</p>
<p>You will report into the Manager, Customer Success for the NAM region on our Customer Success team in our In-Store organization.</p>
<h2><strong>You’re excited about this opportunity because you will…</strong></h2>
<ul>
<li>Mentor, inspire and grow our team of high-performing Customer Success Managers in North America</li>
<li>Develop best practices, user adoption, and retention strategy for your team</li>
<li>Partner with Onboarding and Sales to ensure successful implementations and smooth transitions to Customer Success</li>
<li>Track account performance and health through engagement data (via tools like Looker) to identify churn risk and work proactively to eliminate that risk</li>
<li>Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements</li>
</ul>
<h2><strong>We’re excited about you because…</strong></h2>
<p>You are someone who is passionate about the customer experience, is metrics-driven, and will help reinforce our customer-first mindset and culture.</p>
<h3>You have:</h3>
<ul>
<li>Prior experience in Customer Success, Account Management, or related customer-facing position within top-tier SaaS company</li>
<li>2+ years people management and development experience; demonstrated leadership through accountability, continuous training, and coaching</li>
<li>Experience in a high-growth, fast paced team environment</li>
<li>Proven track record of conducting quantitative analysis to derive insights and implement growth strategies</li>
<li>Strong experience with Salesforce, Looker, and Gainsight (or other Customer Success Platform)</li>
</ul>
<p> </p><br><p style="font-weight: 500">Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only</p><p>We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using <a href="https://getcovey.com/product/covey-scout-inbound">Covey Scout for Inbound</a> from August 21, 2023, through December 21, 2023, and resumed using <a href="https://getcovey.com/product/covey-scout-inbound">Covey Scout for Inbound</a> again on June 29, 2024.</p><p>The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: <a href="https://getcovey.com/nyc-local-law-144" style="text-decoration:underline">Covey</a></p><div class="content-pay-transparency"><d ... (truncated, view full listing at source)