Manager, Customer Success

Job Title: Manager, Customer Success

Location: New York

Compensation: This position is a base salary plus bonus with OTE ranging anywhere from $125,000 to $175,000.

Company Overview:

allwhere provides companies with a platform that enables their employees to be productive and engaged. Our platform empowers companies to curate equipment, products, and services, seamlessly delivering them to employees globally. For administrators (HR, IT, Operations), we streamline onboarding/offboarding processes and automate equipment management. For employees, we offer a convenient, centralized hub for essential workplace needs. Remote and hybrid work are here to stay, and allwhere is committed to making these experiences exceptional.

Role Overview:

The Manager of Customer Success will oversee and drive the effectiveness of our Customer Success Management (CSM) team. Reporting directly to the Head of Sales and Customer Success, this role involves independent team leadership, strategy development, churn mitigation, and cross-departmental collaboration to ensure client satisfaction and revenue retention.

Key Responsibilities:

• Lead, coach, and mentor the Customer Success Management team to deliver exceptional service and outcomes for allwhere's customers.
• Independently manage day-to-day team operations, ensuring the achievement of KPIs, customer engagement, and retention goals.
• Collaborate with the Head of Sales and Customer Success to set objectives, establish performance metrics, and develop strategic initiatives.
• Act as the primary escalation point for complex customer issues, providing swift resolution and maintaining client satisfaction.
• Proactively identify, track, and mitigate churn risks by analyzing customer health metrics and developing targeted retention strategies.
• Conduct regular business reviews internally and externally to ensure alignment, customer satisfaction, and identify growth opportunities.
• Foster cross-functional collaboration with Operations, Product, and IT to advocate for customer needs and enhance the customer experience.
• Develop and implement customer success processes, programs, and best practices to drive continuous improvement.
• Analyze customer feedback and data to inform product enhancements and advocate for customer-centric solutions internally.

What We're Looking For:

• 5+ years of experience in Customer Success, Account Management, or related roles; at least 2 years in a leadership or management capacity.
• Proven track record of managing a team, including hiring, coaching, performance management, and professional development.
• Strong experience in churn risk management and retention strategies.
• Excellent analytical skills, capable of interpreting customer data and driving actionable insights.
• Familiarity with IT hardware/software solutions preferred.
• Ability to work independently, demonstrating initiative, ownership, and accountability.
• Strong interpersonal skills to effectively collaborate with internal teams and customers at all organizational levels.
• Proficiency in CRM tools such as HubSpot and productivity suites like Google Workspace.
• Exceptional communication, problem-solving, and conflict-resolution skills.
• Entrepreneurial mindset with a passion for delivering extraordinary customer experiences.

Why Join Us?

• Benefits such as a 401K, comprehensive medical, dental, and vision health insurance
• Equity in a rapidly growing, early-stage company
• Opportunity to significantly impact company direction and growth within a dynamic, collaborative environment