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Team Manager, Customer Success



Customer Service, Sales & Business Development
Boston, MA, USA
Posted on Friday, September 1, 2023

About Us:

Cognism is market leader in international sales intelligence. Access to our premium data, has helped a wide variety of global revenue teams change their approach to prospecting, leading them to predictable and prosperous outcomes.

As we grow, one of our main objectives is to continue hiring individuals, who are both a professional and cultural fit for Cognism. Our company values are at the core of everything we do!

At Cognism;

We are Nice!

We’re Collaborative. We’re in this together!

We’re Solution-Focused. For every problem, we’ve got a solution!

We’re Understanding.

We Celebrate Individual Contributors.

We are committed to creating a diverse and inclusive global workplace, which encourages you to achieve any goals you may have, while having fun along the way!
For more information on Cognism’s intuitive sales intelligence platform, powered by world-leading data, compliance and targeting, please visit www.cognism.com

About the Role:

In the customer success team, you’ll find a team of dynamic and friendly professionals who are passionate about helping our customers grow and drive revenue. Our customer success managers and representatives are trusted partners to our customers, focused on delivering on key customer outcomes, and ensuring the long-term retention of our key customers. We are now looking for a highly organised, people-centric individual to lead a team of CSMs and CSRs.

Key Responsibilities:

  • Coach and empower your team to deliver an exceptional customer experience, providing coaching and thoughtful feedback to drive performance improvement.
  • Manage performance to ensure that your team hit individual and departmental customer retention targets.
  • Analyse customer data to influence team strategy. Develop and implement processes to meet customer needs, increase customer satisfaction and drive tool adoption.
  • Maximise customer retention through identifying and mitigating risk. Ensure that, for every ‘at risk’ customer, there is a strategy in place to provide return on investment to the customer.
  • Collaborate cross-functionally to ensure visibility and alignment on customer needs.
  • Support your team through helping them form career development plans and working with them to build their skills and achieve their goals.
  • Recruit, train and inspire a best-in-class team!
  • People management experience.
  • Extensive experience working as a Customer Success Manager or similar role.
  • Proven ability to influence customer retention.
  • Strong leadership and coaching qualities, with the ability to motivate team members to hit targets.
  • 20 days’ holiday allowance, plus all the usual public holidays.
  • A day off for your birthday!
  • Access to private medical, dental and vision insurance schemes.
  • Access to 401K scheme.
  • Access to mental health support and services from Spill.
  • Access to Cognism’s Employee Assistance Program with Health Assured.
  • Monthly Wellbeing Allowance.
  • Regular talks, ‘community’ events and social activities.