Manager, Digital Customer Success Team

As the Team Manager of the Digital Customer Success Team at Flexera, your role is crucial in driving scaled customer engagement, adoption, and retention through automation, technology, and data-driven insights. You will lead a team of up to 8 individuals, working closely with a small number of customers to ensure they receive value through automation touchpoints, in-product guidance, self-service resources, and digital engagement strategies. Your contributions will play a significant role in achieving Flexera's strategic priority of CUSTOMER SUCCESS. **Responsibilities:** - Lead, motivate, and develop a high-performing team of Digital Customer Success Managers. - Proactively adapt to ongoing fast-paced changes and manage workload distribution efficiently. - Get involved with a smaller number of customer engagements while managing the team. - Identify and implement operational efficiencies within the team. - Track and report performance and KPI metrics for reporting purposes. - Provide cross-functional interlock with other areas of the business. - Execute the digital engagement strategy to efficiently support a large customer base. - Utilize automated & manual onboarding activities, campaigns, and self-service resources to enhance product adoption. - Leverage customer telemetry, health scores, and product usage data for proactive outreach and interventions. - Collaborate with various teams to ensure successful project completion and transition into business as usual. - Drive internal commitment and business transformation through data and customer successes. - Establish KPI reporting on the Flexera community and showcase adoption and impact to the wider business. **Skills:** - **Communication:** Excellent communication skills to engage in persuasive and motivational conversations. - **Organizational and Project Management:** Ability to manage multiple projects efficiently. - **Creative & Analytical Thinking:** Generate new ideas for engagement and participation. - **Management Reporting:** Drive operational effectiveness and understand performance metrics. - **Stakeholder Management:** Effectively liaise with the team and senior management. - **People Management:** Prioritize team and people development for a high-functioning team. **Requirements:** - Minimum of two years experience leading teams in delivering customer experience projects, ideally in a SaaS software company. - Demonstrated success in planning, organizing, and managing cross-functional projects with measurable outcomes. - Analytical approach using quantitative and qualitative data for decision-making. - Strong organization, strategic, and leadership skills with executive presence. - Ability to foster a collaborative environment within the Success organization and wider Flexera business. - Experience working with customers, preferably in a SaaS software company, with knowledge of ITAM, SAM, FinOps, and Cloud initiatives. Join Flexera's journey in transforming the software industry and contributing to customer success while being part of a diverse, equitable, and inclusive workforce. Your passion, skills, and commitment will help drive innovation and excellence in customer engagement and success.,