Manager, Enterprise Customer Success Team

RevolutionParts is not just a pioneering force in the automotive eCommerce realm; we're actively seeking passionate and talented individuals to join our squad of Revolutionaries (yes, that's what we call ourselves!). As leaders in providing streamlined, user-friendly solutions, we empower automotive brands to maximize online sales. Our commitment to technology, top-notch customer service, and a profound understanding of the automotive market sets us apart. If you're ready to revolutionize the eCommerce space for automotive parts and accessories, consider joining our dynamic team of Revolutionaries.

The Role

As the Senior Manager of Customer Success (Enterprise) at RevolutionParts, you will directly oversee the team that manages the accounts of our enterprise customers on their post-sale journey. You will work closely with our leadership team to drive strategic and tactical decision-making within the Customer Success team. You will always be a thoughtful listener to and fierce advocate for our growing customer base. By helping us retain and wow our customers, you will have the unique opportunity to make RevolutionParts a more efficient organization serving our customers every day.

Responsibilities

• Directly manage a team of Enterprise CSMs who oversee RP’s clients
• Work with the VP of CS to define the customer journey, balance books of business, drive QBRs, and NPS across CS
• Contribute to the development of processes for an ever-evolving team
• Own the overall team performance and pacing towards all KPIs and goals
• Train and coach team members, furthering professional development and performance
• Active participation in hiring and interviewing new members of the team
• Implement and manage reports on data, activity, and performance of the team
• Identify growth opportunities within your team’s book of business
• Work with other leaders companywide such as support, marketing, and product to ensure that customer needs and the voice of the customer is heard, understood, and prioritized.
• Coach the team in maximizing the retention and growth of our customer base
• Reduce churn by working with CSMs on saves to resolve issues for clients
• Stay on top of churn reasons along with presenting reporting to Senior Leadership monthly

Requirements

• Combined background of post-sale and sales experience
• Bachelors Degree in Business, Marketing, Communication or a related field; or, an equivalent level of experience
• 7+ years of enterprise account management experience
• Track record of leading expansions at large enterprise accounts
• 5+ years’ experience in leading customer-facing teams
• Strong understanding of eCommerce and Digital Marketing ecosystems, including traffic acquisition, conversion optimization, paid/organic channels, and marketplace dynamics
• Excellent communication, organization, interpersonal, and writing skills
• Proven ability to multi-task and interact with a large number of demanding customers
• Familiarity with billing and subscription management is a plus
• Success working in a fast-paced, high-growth environment, preferably at the intersection of SaaS and eCommerce, with a track record of improving online sales performance, increasing GMV, or enabling digital growth for customers
• Experience in hiring, training, and developing a high-performing team of customer success professionals
• Proven background in coaching, mentoring, and skill development of individual contributors at various experience and business acumen levels
• Strong operational skills, proactive approach to process improvement, and previous experience building out customer success initiatives and best practices that retain customers

Are you not sure you meet 100% of the qualifications? You should still give it a shot! Research shows that men will apply to a job when only meeting 60% of the requirements, whereas women and members of other underrepresented groups typically only apply when they meet every single requirement. At Revolution Parts, we are Revolutionaries. We build tools, products, and our people. We value diversity in backgrounds and thoughts, so take a shot and apply! Please highlight some of your accomplishments in your resume and cover letter so we can talk about how you can grow with us.

RevolutionParts is proud to provide all full-time Revolutionaries with a comprehensive employment package including competitive compensation, career development, benefits, 401K match, parental leave, and many more valuable perks. You can learn more about our core-value driven culture at our career page.

RevolutionParts is an Equal Opportunity Employer; we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, gender identity or expression, sexual identity, sexual orientation, age, marital status, family status, genetic information, veteran status, or disability status.

Please Note: You will only receive correspondence through the Gem ATS or from a @revolutionparts.com email address. If you are receiving communication through any other platform or domain, it may be fraudulent, and we urge you to ignore the communication.