Customer Success Team Manager
Location: US Locations; 100% Remote
About Paubox
Paubox is a remote-first B2B startup changing the game around HIPAA compliant communication, providing secure communication for modern healthcare. We are a series A company with over 5,000 customers that leverages customer feedback to build innovative email security solutions that our customers love. Our patented email security features protect healthcare organizations from internal and external cybersecurity threats, all with an unwavering focus on ease of use, security, and reliability.
Pauboxers are an eclectic group of individuals from across the US, who find commonality in our customer-driven mission to make secure communication easier in healthcare.
At Paubox, we strive to create a remote workplace that is diverse, inclusive, and transparent. But being remote doesn’t stop us from building connections! Pauboxers connect through casual non-work Slack channels, quarterly team bonding events, one-on-one virtual coffee chats, and the occasional team or company-wide offsite retreat.
About the role
The Manager of the Customer Success Team is responsible for overseeing the Paubox CSM team, ensuring they deliver an exceptional experience to our customers. This role will manage the performance and development of the CSM team, implementing strategies to improve customer satisfaction, retention, and growth, and collaborating with other departments to enhance the overall Paubox customer experience.
Your day-to-day
- Deliver on team KPIs; continuing to renew, expand, and delight customers
- Manage select customer accounts
- Oversee the day-to-day operations for the CSM team
- Lead and mentor the CSM team, including regular 1:1s, coaching, and development
- Refine existing team best practices and processes, identifying and developing improvements where necessary
- Collaborate with the VP of Customer Success to define team goals and direction
- Collect customer feedback and insights for our engineering and product teams
What you’ll need to succeed
- 2+ years managing a CSM team, including achieving revenue responsibility
- 2+ years as a CSM in B2B SaaS (or equivalent account management experience)
- Experience working in a fast-paced startup environment
- Experience running business reviews and product demos with executives
- Exceptional communication and presentation skills
- Ability to quickly learn, support, and position technical products
- Bachelor’s degree or equivalent experience
- You’re customer-centric, collaborative, responsive, and positive
- Team player! We work together to get things done
It would be great if you also have
- Background that also includes sales experience
- Experience working in the healthcare industry
- Understanding of email setup, configuration, and routing
What you’ll get from us
- A fully-remote work environment, no RTO here!
- Cigna or Kaiser Permanente healthcare coverage (location dependent)
- Dental and vision insurance through Guardian
- 401(k) retirement account
- Sick and vacation time totally 28 days per year
- 8 paid annual holidays
- Stock option grants
- Company-provided Macbook
- $500 quarterly stipend for professional development
Salary data for this role
- Base salary: $125,000
- Bonus: up to $20,000 annually
Location: US Locations Only
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