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Manager of Customer Success

This position is located in Oakland, CA

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Optimize the customer lifecycle, improve engagement across all product and market segments, and lead a culture of continuous improvement of the processes and systems that serve CEB's customers.

CEB’s Manager of Customer Success (MCS) will be a hands-on leader of the customer success team, focusing on driving product adoption, creating a positive customer experience, and increasing annual recurring revenue through net-new renewal upsells and net retention improvements. Working in a matrixed environment, the MCS will work closely with the Director of Revenue Generation, the direct sales managers and digital marketing manager, and other organization leaders to optimize the customer lifecycle, improve engagement across all product and market segments, and lead a culture of continuous improvement of the processes and systems that serve our customer base. This role is focused on post-sales customer success management and is not a technical or customer support role.

Founded in 1947 CEB is one of California’s oldest and most prestigious legal information and continuing legal education providers. CEB publishes judgments of California case law, practical guidance for attorneys and CLE, all in a variety of practice areas and formats e.g. print, online and, in-person. We’re in the middle of a multi-year digital transformation and the successful candidate will be central to our success. CEB is based in Oakland, CA and this role is remote with occasional travel to group meetings and events.

 

Job Duties: 

  • Optimize the customer lifecycle by driving programs and initiatives to reduce churn and drive new recurring revenue growth
  • Influence future lifetime customer value through higher product adoption, customer satisfaction and overall health scores
  • Work closely with sales, demand generation, and product management to align on retention strategies, renewal forecasting, product issues, and account upsell opportunities
  • Develop and drive to implementation company-wide customer success cadences, such as onboarding and account nurturing, that integrate processes, content and data to/from sales, product, demand generation, and customer support
  • Introduce and implement the customer success norms and processes that are shared by other leading subscription-based technology companies
  • Coach, develop and grow a high-performing team of customer success representatives
  • Create and manage to a core set of customer success KPIs to drive operational excellence
  • Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of CEB and the customer success and revenue generation organizations
  • Function as a voice of the customer and provide internal feedback on how CEB can better serve our customers
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate to ensure we meet the expectations of the customer
  • Be a hands-on leader and be willing to directly pitch in as necessary on all tasks and processes that the team owns
  • Be fully committed to CEB’s remote-first culture by being an active participant in online meetings and events via Slack, Zoom and others

 

Experience/Requirements:

  • BA/BS degree or equivalent work experience
  • 5+ years of account management or customer success at a SaaS company
  • 3+ years hands-on Salesforce experience
  • 2+ years hands-on experience with sales or marketing automation tools, such as HubSpot, SalesLoft, Outreach or similar
  • 2+ years directly managing staff
  • Proven ability to increase net-new revenue by growing and upselling across a diversity of account sizes and types
  • Excellent communicator in-person, on the phone, through email and over web presentations
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Strategic thinker with the ability to envision and champion key changes to how CEB serves its customer base
  • Strong organizational skills with extremely strong attention to details
  • Deeply analytical: use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
  • Experience working with cross-functional teams
  • Passionate about consumers and the technologies that serve them
  • Strong focus on user needs and an intellectual curiosity about the products that help to meet them
  • Direct experience with the legal industry preferred

 

How to apply:

To apply, send your resume and cover letter to Mike Showalter mike.showalter@ceb.ucla.edu. Feel free to contact Mike with any questions about the position. You may also apply by clicking here.


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