CSM Team Lead at Ninety.io | Powderkeg

Location: Atlanta, GA

Employment Type: Full Time

Experience: Experienced

At Ninety, we're relentlessly focused on building great companies.

Ninety is an innovative, cloud-based business operating system (BOS) platform that helps organizations focus, align, and thrive.

Our platform not only simplifies the hard work associated with building great organizations but organizes, stores and makes easily accessible all the associated information.

As Ninety continues to experience exceptional growth, we are looking to bring on a Client Success Manager Team Lead who will build programs and leverage the team to promote adoption, expansion, and retention initiatives. This seat will report to the Head of Client Success.

To be successful in this role, you must have:

  • Proven track record building a team
  • Previous experience scaling a CSM Team
    • Preferred experience in a pooled CSM model and dedicated CSM model with low MRR clients.
  • Previous experience building programs, playbooks, processes, etc. from scratch and testing/iterating on those programs. Track record of success.
  • Reliable internet and phone connection
  • Experience in, or are excited to work in a growth-stage environment
  • Ability to manage time effectively, work independently and be self-motivated

Your Key Responsibilities:

  • Manage a growing team through one on ones, training, and development of entry-level to senior-level CSMs.
  • Hiring and hiring planning for future team growth based on client segment growth.
  • Handle any escalations and provide coaching through difficult scenarios.
  • Looking at key metrics and performance of the team to understand new opportunities and establish future direction.
  • Build programs and content to help CSMs with their client management, fostering adoption, expansion, and retention initiatives.
    • Working in collaboration with operations to ensure programs are tracked and implemented correctly for iteration and testing.
    • Working in collaboration with Marketing and creative for the resources needed.
  • Work in collaboration with the Onboarding Team Lead and Support Team Lead for client handoffs and identifying opportunities to improve the client experience through their journey.

What Success Looks Like:

  • Drive improvement in client adoption, expansion, and retention KPIs through each CSM.
  • CSM Sentiment score in the top percentile
  • 80%+ of Clients with Green Health Score
  • Team Trust Scores 9-10

About Us as an Employer:

  • Ninety's focus on helping organizations focus, align, and thrive isn't just for our clients. We also believe deeply in helping our employees flourish. At 90, we focus on attracting, developing, and retaining our kind of great people. How?
    • We believe in Work From Anywhere, giving our employees the freedom and flexibility to work from wherever they need to live their best life.
    • As-needed vacation. Don't worry about punching the clock or losing days.
    • Health and Dental insurance with employer contribution toward premiums
    • HSA,FSA and DCFSA accounts available.
    • Productivity/Wellness allowance.
    • Generous Paid Parental Leave
    • Professional development allowance.
    • Technology allowance.
    • Company gatherings with travel allowance.
  • Why we love doing what we do: Small to midsize businesses are the foundation of almost every healthy community. They provide not just employment but opportunities for people to learn, grow and become leaders who take responsibility for the well-being of the community.
  • Our values:

G​…Get Smart Stuff Done


R​…Resilient ​

I​… Inquisitive​

B​…Best ​

E​…Extra Mile

The "Seat" we have open

Once we are confident we have someone who is a great core-value fit and well suited for the seat they are in, we provide a high degree of autonomy so they can master their seat leveraging their Unique Abilities™ and then take on more and more responsibility.

If the above sounds appealing to you, we invite you to apply and see if you are well suited to help us help companies achieve real, healthy, and sustainable growth!

Job Summary
  • Job Title
    CSM Team Lead
  • Company
  • Location
  • Employment Type
    Full time
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