Manager, Customer Success

The Role:

Customer Success Managers are responsible for Customer Success activities (e.g. on-boarding, adoption, risk mitigation, advocacy, etc.) and outcomes (e.g. renewals, book of business growth, and customer satisfaction). As the Manager of the Canadian and Latin American Customer Success team, you will lead our efforts to build and maintain a world class customer success team and drive success outcomes for the customers of Morningstar's flagship software platform, Direct. You will work cross-functionally to define and optimize the customer lifecycle management process, establish and report on success metrics, and continue looking for ways to help the team improve efficiency and effectiveness of what they do. This position requires some client-facing travel. This position is based in Toronto.

Responsibilities

• Oversee world class customer success team members, foster team culture of collaboration, client centricity, and continuous learning in a performance-based environment.
• Attract, retain, develop and motivate talent at all levels.
• Accountable for overall client satisfaction and book of business goals for members of his/her team and helping the overall team reach annual goals.
• Manage customer success managers against defined team KPIs and strive for continuous improvements by adopting industry best practices to increase team efficiency and effectiveness.
• Serve as the escalation point for ongoing issues and manage projects to build or improve process/system that help CSMs monitor and anticipate customers’ needs and goals.
• Partner with internal teams such as sales, product, data, and research to promote a client-centric culture across the company.

Qualifications

• A bachelor’s degree; an advanced degree is a plus.
• Possess a minimum of five years of customer success, support, training, or sales experience
• Possess a minimum of three years of people management experience
• Ability to skillfully drive change, think strategically, collaborate cross-functionally, and deliver meaningful results
• Passion for teaching/mentoring/coaching
• Experience working with financial institutions with a deep understanding of their structures and workflows
• Excellent prioritization, communication, and analytical skills
• Experience with Salesforce, Gong, Asana, Tableau a plus

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We’ve found that we’re at our best when we’re purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you’ll have tools and resources to engage meaningfully with your global colleagues.