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Manager of Customer Success Team

Chicago, IL
8 months ago

Managers of Customer Success will be responsible for providing leadership to a team of approximately 9 to 12 Account Managers. Managers of Customer Success will coach Account Managers and ensure our clients are well-informed of all that the CBES platform has to offer. A successful Manager of Customer Success will have an optimistic, can-do attitude who owns results, is eager to find improvements, and helps prepare our Account Managers in creating ‘wow’ moments. Our Managers of Customer Success champion the art of leading by example, and guarantee that our Account Management teams are being led with integrity, transparency, and active diligence.

Job Responsibilities:

  • Ensures that quality customer success strategies are developed and executed throughout necessary teams
  • Guides Account Managers in driving customer engagement, valuing delivery, and ensuring optimal client retention rates
  • Through leadership and direction, ensures all team members are consistently hitting their input and output metrics
  • Accurately monitors data, trends, and key performance indicators to ensure customers remain happy, engaged, and informed
  • Communicates consistently and effectively with all sales leaders and stakeholders
  • Presents project plans, timelines, and result development to upper management
  • Expands the team through effective interviewing and selecting quality candidates
  • Identifies ongoing training opportunities for team members based on specific team needs and industry/competitor metrics
  • Develops Account Managers through holding frequent one-on-ones to discuss performance, career growth, and continuing expectations
  • Conducts quarterly and annual reviews with team members to expand upon one-on-one conversations and feedback


  • High School Diploma or GED required
  • Bachelor's Degree preferred
  • 3-5 years supervisory experience of an Account Management team required
  • Demonstrated coaching, mentoring, and team development skills
  • Exemplifies a ‘builder and a do-er’ attitude by being able to envision goals and execute without a large supporting team
  • Strong communication skills, both written and verbal; excellent organizational and time management skills
  • Ability to influence others and drive change; master of relationship building and networking
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