The Team & Role 

SevenRooms is hiring for a Manager, Customer Success to lead our team of Customer Success Managers in North America. In this role, you will be responsible for guiding, mentoring, and hiring members of the CSM team, while also providing our clients with a fantastic experience on our platform. You will lead strategic initiatives aimed at maximizing adoption, retention, and overall customer lifetime value for our clients. We are looking for someone who is passionate about the customer experience, is metrics-driven, and will help reinforce our customer-first mindset and culture.

The SevenRooms CS Team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge, always with a customer centric 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 mission makes it easy to be obsessed with our customers.

What You’ll Do Mentor, inspire and grow our team of high-performing Customer Success Managers in North America Develop best practices, user adoption, and retention strategy for your team Review and monitor incoming MRR & existing customers, and maintain responsibility for resource and capacity planning for North America CSMs Work with product marketing team to develop content and a customized, creative approach to increasing the revenue generated by our products, and increase engagement health scores  Partner with onboarding to ensure successful implementations and smooth transitions to customer success Work with CS Strategy & Operations team to iterate on customer health scores, prescriptive action plans driven by data insights, and a proactive customer journey strategy Track accounts through engagement data (via tools like Looker and Totango) to identify churn risk and work proactively to eliminate that risk Develop performance & growth objectives for our Customer Success Managers Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements Provide ongoing customer feedback, requests and concerns to Product through SevenRooms Product Ambassador Program  Who You Are  Prior experience in Customer Success, Account Management, or related customer-facing position within SaaS company, preferably in a high-growth environment  2+ years People Management and development experience; demonstrated leadership through accountability, continuous training, and coaching Proven track record of conducting quantitative analysis to derive insights and implement growth strategies Experience with Salesforce, Totango or other Customer Success CRM is required

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

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 Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey