Manager - Customer Success at Torch Leadership Labs
San Francisco, CA, US
Manager - Customer Success
Torch Leadership Labs is looking for a Customer Success leader to be a client-facing Customer Success relationship manager and an active partner in shaping Customer Success as we build out and expand our function.  
Core mission and metrics for Customer Success:
Our mission is to deliver coaching excellence - by partnering with clients to increase the performance, engagement, and health for their leaders and leadership teams through optimal use of Torch's leadership services.  We exist to deliver experiences that transform - and that delight.  Our core metrics are to progressively increase Torch’s Net Revenue Retention (NRR) by retaining and expanding coaching at Torch clients.  
Mission for this role:  
As a Manager of Customer Success, work directly with senior leaders at Torch clients, helping them to set and achieve Torch coaching program objectives through a combination of Customer Success support and their own efforts.  Advance ​Net Revenue Retention, coaching seat expansion, coaching seat retention, expansion of services, and overall account health.  And, serve as a hands-on entrepreneurial leader, helping to build out the system, team, processes, and products of Torch and Torch Customer Success to enable us to win and to achieve our important mission.


    • Hold a portfolio of 30 - 60 client relationships directly as a Customer Success Manager
    • Segmentation - Evaluate new customers and segment them for varying levels of support and follow-up in collaboration with sales and in accordance with Torch strategy and guidance
    • Build deep relationships that delight client engagement leads and help them to deliver value to their systems through leadership transformations that are felt and measured
    • Client onboarding - Partner with Customer Success Operations as needed to ensure smooth account creation, coach selection, coach introduction and first session for all clients
    • Product adoption and Customer Support - Conduct regular check-ins (meetings/calls/email according to customer segment.) Help the customer maintain healthy usage of the services to ensure that they get the highest value out of it
    • Outcomes measurement - Assist engagement lead in understanding and using data from Team Dashboard. Package and review coaching outcomes data and results from the engagement with client engagement leads.
    • Renewal - Re-sell based on assessed needs: expansion of current clients, rotation of new clients, non-coaching services
    • Services consultation  - Support clients in exploring what services might best meet their objectives and facilitate contracting and deliver of these services
    • Support Torch Product Development - Build a deep familiarity with the Torch software product and service and actively collaborate with the Product and Engineering team, submitting product suggestions, helping to develop appropriate product technical requirements, and facilitating effective deployment of new enhancements and bug fixes
    • Serve as a voice of the customer at Torch - Observe patterns of client demand, uptake, demand, and impact and bring this data to customer success and stakeholders at Torch, taking initiative to continuously improve the design and delivery of our service offering

Competencies - Must Have:

    • Excellent customer relationship management track record and skills working with senior audiences. Background serving clients in consultative roles oriented towards strategy and execution
    • Strong client orientation and service mindset
    • High EQ, great listening skills
    • Credibility and gravitas combined with the intelligence to live process with clients on topics from leadership challenge diagnosis to development of execution plans
    • Big capacity to organize execution and get things done
    • Demonstrated ability to hold portfolio of client relationships and initiatives and effectively multi-task, make progress, and delivery quality and timely work  
    • Demonstrated ability to creatively problem-solve and learn proactively
    • Experience and familiarity with the core principles of coaching (as a coach, as a coaching client, and as a student of the topic)
    • Passion for and commitment to the fields of leadership, development, and coaching

Competences - Nice to Have, Highly-valued:

    • Executive coaching experience, (recognized certification of formal clinical training preferred, IFC certifications valued, depth of practice valued, coaching practice with senior business leaders particularly valued)
    • Deep experience and strong track record in Customer Success for SaaS
    • Capacity to sell, upsell, enroll, and negotiate services prices in the course of building relationship and enabling service delivery
    • Data analytics experience and competency valued and valuable
    • Experience in venture-funded start-ups through early stage growth cycles (seed stage to series A and series A to series B) Experience working with tools including (G Suite, Gmail, Slack, Hubspot, Salesforce, Lever, as well as modern Customer Success software solutions)
Torch is a leadership development platform that combines the best executive coaches with software to help managers grow into great leaders. Backed by top tier investors, Torch is a fast growing, mission-driven startup made up of psychologically oriented people who are passionate about helping leaders achieve their potential.
We believe leadership matters. It’s not a vague, aspirational buzzword, but rather a well-defined set of competencies that has deep impact on the effectiveness and health of organizations. Healthy organizations lead to happy team members. They export their well-being to their stakeholders and to society in general.
We’re building our team to move the world (and ourselves) toward greater leadership. If that sounds worthwhile to you, join us.

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