Manager, Customer Success

OpenPhone is seeking a dynamic and experienced manager to lead our customer success team. This role is pivotal in driving customer retention and growth, focusing on managing strategic relationships and providing value to our top investing customers.

In collaboration with our leadership team across marketing, support, and product, you'll play a pivotal role in the next phase of OpenPhone's growth. Your focus will be on serving our North American customer base, making a company-wide impact by scaling growth across our most strategic book of business.

Key Responsibilities:

• Develop and execute a comprehensive post sales strategy in alignment with OpenPhone's goals for FY'25 that can pave the way scaled revenue growth.
• Drive a high-performing team via operational rigor and discipline.
• Leadership and team growth: Inspire, develop, mentor, and lead a high-performing customer success team.
• Utilize data-driven insights to monitor key performance metrics and proactively adjust strategies to ensure successful outcomes.
• Customer retention and growth: Forge trusted/strategic relationships with key accounts by providing a world-class post sales experience, while evaluating and prioritizing new strategic segments to drive growth.
• Reducing self-serve friction: Managing our CS/AM assist motion means you will provide sales support, education, and consistent cross-functional feedback to ensure we’re delighting and retaining our customers across all customer segments.
• Technical expertise: Utilize our tech-forward processes to automate and optimize customer success processes while also having a technical understanding of complex VoIP industry (APIs and native integrations).
• Product expertise: Serve as a product expert, understanding the intricacies of OpenPhone’s offerings, including our API and upcoming technical features. Ensure the team has a deep technical aptitude, capable of guiding customers through complex integrations and technical challenges. Stay updated on product developments and industry trends to provide strategic insights and support to customers.

About you:

• You have 7+ years of professional experience with a minimum of 3 years in leading a team.
• You have a proven track record of building and leading successful Customer Success teams that drive company-level objectives and growth, creating scalable processes that transform strategy into action.
• You have a proven track record of building and leading successful Customer Success teams that drive retention and growth for company level objectives.
• You embody an entrepreneurial spirit, thriving in zero-to-one environments where you can build foundational processes and pioneer new strategies for growth.
• You excel as a player/coach, actively engaging in both strategic planning and hands-on execution, while mentoring your team to achieve outstanding results.
• You can approach every challenge with determination and perseverance, thriving in roles that require pushing boundaries and moving with urgency to achieve exceptional results.
• You lead with data and insights, identifying patterns and trends that allow us to get ahead of risks and opportunities, shaping strategic decisions that propel OpenPhone’s growth.
• You are passionate and experienced in software sales and serving SMBs across North America.
• You have the ability to formulate and execute a clear sales strategy that can align with and drive success for company-level objectives.
• You are results-driven and have experience reporting on key performance metrics, with the ability to adjust strategies as needed to optimize for successful goal attainment.
• You have exceptional communication and collaboration skills to work effectively with cross-functional teams and through successful negotiations.
• You thrive in and are able to adapt to a fast-paced, dynamic environment while making data-driven decisions.
• We love our customers, and it’s important that you do too by having a customer-centric mindset with a focus on enhancing the value proposition for OpenPhone's North American customer base.
• You (and the people you lead) are relentless in getting the best outcome for our customers.
• You embody empathy and humility. Ego naturally repulses you.

The on-target earnings (OTE) for this position range from $180,000 to $200,000 CAD annually, which includes both a base salary and a variable component. The base salary comprises 70% of the total compensation, while the remaining 30% is performance-based.

The range displayed reflects the target for new hire OTE, and within this range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific OTE range during the hiring process.

Compensation is just one component of OpenPhone’s total rewards package. Your package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.