Sr. Manager, Customer Success

We're looking for an experienced Manager to lead our dedicated Account Management team! In this role, you will lead a team committed to delivering exceptional service to Small and Medium-Sized Businesses in Website Design & Development, SEO, PPC, Social Media, Reputation Management, and Content Marketing. In this role, you will promote collaboration and drive results, ensuring client satisfaction and facilitating account growth.

Must reside in the U.S. for consideration 

About The Company

At BizIQ, our mission is to accelerate business growth through innovative and affordable digital marketing solutions. We are a trusted Google Featured Partner, with a success record of helping over 36,000 small businesses enhance their online presence. Nationally recognized for our award-winning culture and listed on the Inc 5000 as one of the fastest-growing companies, we also hold an A+ BBB rating for ethical business conduct. With a vision to impact 150,000 businesses, our organization is built on a foundation of commitment to our core values: Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable and Transparency

Objectives

• Strategic Execution: Collaborate closely with the Vice President and Director of Customer Success to execute the customer success strategy and achieve organizational objectives. Provide strategic guidance to the customer success team for effective implementation.
• Team Management: Lead and mentor a dedicated customer success team, fostering a culture of excellence and continuous improvement. Ensure the team is aligned with organizational goals and client success metrics.
• Client Advocacy: Act as a key advocate for clients within the organization, ensuring their needs and expectations are clearly communicated. Work collaboratively with other departments to address client concerns and enhance overall satisfaction.
• Retention and Growth Initiatives: Develop and implement initiatives to enhance customer retention and drive growth. Identify opportunities for upselling and cross-selling to maximize customer lifetime value.
• Performance Analysis and Reporting: Establish and monitor key performance indicators (KPIs) for customer success, providing regular reports and insights to the executive team. Utilize data analytics to drive continuous improvement in customer satisfaction and success.

Competencies

• Technical Channel Expertise: The Sr. Manager- Performance Team must possess an advanced technical command of both paid and organic search environments. You should be highly proficient in architecting complex Google Ads and Microsoft Advertising campaigns, with a focus on optimizing high-spend accounts. Simultaneously, you must demonstrate deep expertise in Organic SEO, including technical site audits, advanced keyword mapping, and local authority building. You should be comfortable pivoting between these channels to create a unified search strategy that maximizes visibility for our clients.
• Elite Account Stewardship & Team Support: In this role, you will act as the primary strategic resource for our largest and most complex accounts, ensuring high-end deliverables are met with precision. You will work side-by-side with your team to troubleshoot performance plateaus, providing hands-on guidance to resolve technical hurdles in PPC or SEO before they impact client satisfaction. By maintaining a "lead-from-the-front" approach, you will assist the team in articulating sophisticated data insights to stakeholders, proactively identifying upsell opportunities, and implementing retention strategies that protect and grow our highest-value partnerships.
• Customer Relationship Management: The Sr. Manager- Performance Team should have a strong understanding of customer relationship management principles and be able to develop strategies and processes to effectively manage and nurture client relationships.
• Digital Marketing Expertise: The Sr. Manager- Performance Team should possess a deep knowledge of the digital marketing landscape and be able to guide clients on best practices and strategies to achieve their marketing goals. This includes understanding various digital marketing channels such as SEO, websites, social media, email marketing, and content marketing.
• Leadership and Team Management: The Sr. Manager- Performance Team should have strong leadership skills and be able to effectively manage and motivate a team of customer success managers. This includes setting clear goals, providing guidance and support, and fostering a positive and collaborative team environment.
• Analytical Skills: The Sr. Manager- Performance Team should have strong analytical skills and be able to analyze data and metrics to measure the success of customer success initiatives, identify areas of improvement, and make data-driven decisions.
• Strategic Thinking and Retention: The Sr. Manager- Performance Team should be a strategic thinker and be able to develop and implement long-term customer success strategies that align with the overall goals of the agency. This includes continually evaluating and adapting customer success processes and initiatives to ensure maximum client retention and satisfaction.
• Communication and Presentation Skills: The Sr. Manager- Performance Team should have excellent communication and presentation skills, both written and verbal. This includes the ability to effectively communicate complex ideas and strategies to clients, as well as internally within the agency.
• Sales and Upselling Skills: The Sr. Manager- Performance Team should have a strong understanding of sales principles and be able to identify upselling opportunities with existing clients. This includes effectively communicating the value of additional services or products and negotiating pricing and contracts.
• Industry Knowledge: The Sr. Manager- Performance Team should have a comprehensive understanding of the digital marketing industry, including current trends, best practices, and emerging technologies. 
• Problem-Solving Skills: The Sr. Manager- Performance Team should have strong problem-solving skills and be able to effectively address and resolve client issues or concerns in a timely manner. This includes proactive problem solving to identify potential issues before they arise and provide appropriate solutions.
• Metrics and Reporting: The Sr. Manager- Performance Team should have a solid understanding of customer success metrics and be able to measure and report on the success of client accounts. This includes tracking and analyzing key metrics such as customer satisfaction, retention rates, and revenue growth, and providing regular reports to senior management.

Education & Experience

• Client/Account Management:  10+ years of account/client management and customer success experience in a client facing role.
• Retention & Growth:  Strong track record of achieving retention (>95%) and growth targets that lead to driving business growth.
• Leadership:  7+ years of experience leading  and building high-performing customer  success teams. 
• Digital Marketing:  5+ years of Digital Marketing Experience required
• Organization:  Organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Systems: 8+ years experience with CRM tools, Microsoft or Google Office Suite of products.
• Education:  Bachelor’s Degree in business, marketing, or a related field preferred.  

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 
• Perform work with OSHA required PPE; Including COVID19 PPE 
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements.

Commitment To Diversity

As an equal opportunity employer committed to a diverse and inclusive workplace, BizIQ values a staff reflective of our community. We hire talent at all levels, regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability. We actively foster inclusion within our company and in all interactions with clients, candidates, and partners.