Manager of Customer Success

Tomorrow.io's Customer Success Team is empowering countries, businesses and individuals to manage and prepare for weather-related challenges.

We’re looking for a Manager of Customer Success to join our Boston team. The Manager of Customer Success will manage the support structure for our CSM strategy, including retention modeling, process and playbook design, customer health data management, and reporting. This role will work harmoniously with the Director of Account Management to align on the customer journey from pre-to-post sales, coaching each team member on best practices for a unified approach to hit monthly and quarterly objectives. The main goal of the CSM team is to retain and grow a set of assigned customers

You will be responsible for iterations and ongoing development of  trackable adoption metrics for individual accounts, reportable retention rates per quarter, collaborative churn risk processes, and proactive lead generation / account growth.

What you'll do:

• Encourage a higher level of team performance
• Serving as a coach, mentor, and leader, helping individuals grow in their career through feedback and transparency
• Shadowing calls, or providing notes in call recordings, to emphasis strengths when interacting with customers
• Track and ensure customer retention by
• Maintaining a single-source-of-truth for the CSM team to forecast and document churn risk
• Unifying adoption metrics to proactively identify risk in an account
• Creating a scale for aligned customer health scores
• Tracking follow-up and trends of interaction of NPS surveys
• Participating in escalation calls to highlight leadership involvement
• Tracking business reviews to confirm continued communication with each customer
• Providing guidance for success planning to expand customer use cases

What you need:

• 3+ years experience in a management role, preferably with a customer facing team
• 5+ years experience in a Customer Success role or equivalent
• Experience in the saas/technology industry, preferably in a B2B global enterprise software environment
• Excellent communication skills, written and spoken (Fluent in English)
• Fast learner, with great attention to detail, who can understand and articulate technology at any level
• Rich interpersonal skills to work with varies internal team, including external face-to-face onsite meetings

If you have reached this point and you are super excited to work for a world changing organization, but not sure you check all the boxes - we still want to speak with you! Your passion is priceless. 

Tomorrow.io is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Tomorrow.io participates in the E-Verify program in all US states, as required by law.

Anticipated salary range is $130K-$150K, subject to local market and a candidate’s skills and experience. Health, leave and other benefits included. 

Tomorrow.io is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected].

About Tomorrow.io:

Tomorrow.io is helping Countries, Businesses and Individuals better manage their Climate Security Challenges. Fully customizable to any industry impacted by the weather, customers around the world including Uber, Delta, Ford, National Grid and more use Tomorrow.io to dramatically improve operational efficiency. Tomorrow.io was built from the ground up to help teams predict the business impact of weather, streamline team communication and action plans, improve productivity, and optimize profit margins.

Space: In case you have not heard, we are also going to space with our Operation Tomorrow Space initiative. We are building the first-of-its-kind proprietary satellites equipped with radar, and launching them into space to improve weather forecasting technology for everyone on Earth. 

How we roll: We believe that magic happens when people work together. We believe in transparency and directness, putting work before ego, and empathy. Here, your success is achieved by your impact and deliveries and not by the hours you put in. We have flexible hours and unlimited vacation days policy.We grow fast and move faster but we always see people first. Each person has their own career growth path for we believe that the only way for the company to grow is if you grow.