Senior Manager Customer Success

About Capillary:

Capillary Technologies is a global SaaS company that provides solutions to help businesses delight their customers.Capillary offers an intelligent loyalty and customer engagement platform that enables brands to delight customers across their purchase journey during acquisition, analysis, insights, and activations. We partner with leading brands across industries to create personalized customer experiences, drive loyalty, and boost revenue. With offices in 30+ countries and clients in 100+ countries, we offer a truly global experience. For more information visit our website www.capillarytech.com

Job Description:

As the Associate Director of Customer Success, you will support and enhance our commitment to delivering outstanding customer experiences. Working closely with senior leadership, your role will involve mentoring a team of Customer Success Managers (CSMs), improving customer satisfaction, and fostering long-term relationships that drive retention and growth.

Key Responsibilities

• Lead and mentor a team of CSMs to ensure consistent, high-quality service delivery.
• Collaborate with customers to understand their needs, ensuring optimal outcomes with our products and services.
• Design and execute strategies that improve customer retention, satisfaction, and revenue growth.
• Partner with cross-functional teams (sales, product, marketing) to deliver seamless customer experiences.
• Leverage data analytics to track success metrics and identify areas for improvement.
• Advocate for customer needs and ensure their feedback is incorporated into business decisions.
• Drive the continuous enhancement of tools, systems, and processes supporting customer success.

Qualifications and Expertise

• Bachelor's degree in business, marketing, engineering, or a related field (advanced degree preferred).
• 7+ years of experience in customer success, account management, or a related role, with at least 2+ years in a leadership position.
• Proven record in improving customer satisfaction, retention, and driving revenue growth.
• Strong leadership and communication skills to inspire and develop teams.
• Analytical mindset to interpret customer data and guide decision-making.
• Knowledge of customer success best practices, tools, and technologies.
• Experience with SaaS platforms and a good understanding of loyalty and engagement solutions is a plus.

Additional Skills

• Exceptional interpersonal and problem-solving abilities.
• Capability to manage large-scale projects and meet deadlines effectively.
• Familiarity with agile methodologies and software development processes.
• Strong collaboration skills to align goals across cross-functional teams.

Disclaimer:

It has been brought to our attention that there have recently been instances of fraudulent job offers, purporting to be from Capillary Technologies. The individuals or organizations sending these false employment offers may pose as a Capillary Technologies recruiter or representative and request personal information, purchasing of equipment or funds to further the recruitment process or offer paid training. Be advised that Capillary Technologies does not extend unsolicited employment offers. Furthermore, Capillary Technologies does not charge prospective employees with fees or make requests for funding as a part of the recruitment process.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants