Manager, Customer Success

About the role

The Manager, Customer Success is part of the Intralinks' Global Customer Success organization and is responsible for leading a high-performing team of Customer Success Managers (CSMs) focused on delighting our customers and driving their success. The Manager, CS is a very strategic role for the company and works closely with senior management across the whole business to ensure that Intralinks provides an extraordinary Customer Success experience to every customer, every time. This role is designed for a hands-on people leader who can balance operational excellence with transformation. You will be responsible for driving adoption of DealCentre AI (DCAi), expanding the attach and utilization of services, and increasing accountability and rigor around customer renewals. The ideal candidate is comfortable leading through change, coaching teams to new expectations, and partnering closely with Sales, Product, Services, and Support. The CSM team is integral in creating long term value for our customers and ensuring their success with our technology. This team is highly regarded as trusted advisors that guide and advocate for our extensive portfolio of customers. Working closely with customers, CSMs plan project implementations, conduct onboarding and trainings sessions, provide ongoing support, and advocate for customers in internal initiatives and efforts . This team also identifies opportunities and challenges from the way the customer engages with our solution and takes action to help resolve challenges and foster expansion of usage and value from the solution over time. Why You Will Love It Here! Flexibility : Hybrid Work Model and Business Casual Dress Code, including jeans Your Future: 401k Matching Program, Professional Development Reimbursement Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees Training: Hands-On, Team-Customized, including SS&C University Extra Perks: Discounts on fitness clubs, travel and more! What You Will Get To Do: Lead, coach, and develop a team of Customer Success Managers, setting clear expectations for performance, engagement, and accountability Manages the assigned team personnel, which includes hiring, coaching, performance evaluation, training & development Ensures Customer Success teams receive the technology, personnel, and educational resources necessary to provide flawless service to Intralinks clients Manages the daily workflow on a subset of the Customer Success teams, with the goal of 100% resolution on all issues and complaints Responsible for working with Management to develop, evolve and implement standardized procedural best Customer Success practices Fosters close relationships with Sales Management, supporting and contributing to regional and global growth strategies Advocates for the Voice of the Customer across all functional areas of the organization, such as Product Development, Systems Engineering, Marketing, etc.