Manager, Customer Success

• Drive effective communications with direct reports, customers, executives, and internal teams.
• Align team deliverables and capabilities with the needs of customers and internal stakeholders.   
• Communicate team value to internal teams as well as sales prospects to help them understand why they can’t live without Customer Success.   
• Drive continuous process evaluation and improvement within the team, and with other internal teams, to deliver a consistent and excellent customer journey.   
• Lead, develop, and inspire a Customer Success team of direct reports.   
• Organize, monitor, and improve workflows of all teams whose functions support customer retention.   
• Develop and track customer satisfaction and customer success key performance indicators (KPIs). Develop and manage action plans and playbooks to continuously improve these metrics.   
• Act as a point of escalation in support of Success Managers for customer issues and complaints in order to drive them to successful resolution internally.    
• Advocate on behalf of customers for changes to Gigamon's products and services that are most valuable to customers, actively collaborating with Account Management, Product Management, Support, and Engineering.   
• Develop solutions to solve customer issues, leading towards product experience enhancements.    
• Travel to customer locations and Gigamon offices as needed.  

What you’ve done:  

• BA/BS quantitative/technical degree, or equivalent.  
• 5+ years experience managing Success teams.  
• 5+ years of experience in customer-facing roles such as customer success, customer support, professional services, or similar including experience managing external vendor/client relationships, cross-functional teams, programs, or products.  
• 3+ years in customer facing support or consulting role (professional services, account management, project management, customer service, etc.).  
• Proven track record in coordinating internal departments and resources to solve complex customer support or implementation problems.  
• Experience developing and holding teams accountable to KPIs relevant to the team and business need. 

• Excellent verbal, written, and interpersonal communication skills.  
• Strong critical thinking, analytic, and problem-solving abilities.  
• Desire to bring new customers to the table.