Senior Manager, Customer Success (Hybrid Vancouver)
Boomi is the platform for intelligent connectivity and automation. Connect everyone to everything, anywhere.
Job Description
As a Senior Manager of Customer Success for the Americas Region, you will build, support, and develop a diverse and effective team of Customer Success Managers (individual contributors). You will drive the customer success engagement strategies to accelerate time to value, maximize retention, and identify growth opportunities across your team’s customer portfolio. And you will collaborate across the Boomi teams to drive a customer success focus and internal processes required to accelerate and remove barriers to customer adoption and growth.
What you'll do:
- Attain team revenue and retention targets through management of the Americas customer success team
- Directly manage individual contributors (Customer Success Managers), providing focus, direction, career development/planning and inspiration to the team
- Customarily and regularly engage with customers and have a deep understanding of their requirements and the ability to effectively communicate those requirements internally
- Manage the overall success (technical, commercial) of accounts within the Americas region with the support of the Boomi cross functional teams (Product, Services, Support)
The Experience you bring:
- 7+ years of experience working as either Success Manager, Consultant, Solutions Consultant, Account Manager, Architect, Engineer, or other role with Account management and/or Customer Success focus
- 2+ years of experience leading a team
- Experience managing a distributed team
- Ability to understand and communicate complex business and technical subjects to both management and technical audience
- Experience with Enterprise SaaS organizations
- Experience collaborating with systems integrators
- Excellent leadership, analytical, problem solving, communication, and collaboration skills
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Bonus points if you have:
- Experience with cloud and application integration and B2B integration
- Experience working on complex implementation projects with global and regional systems integrators
- Experience with Gainsight
- Technical skills preferred:
+ Understanding of Integration Concepts: Familiarity with integration frameworks, concepts, and best practices. This includes knowledge of how APIs, ETL processes, and middleware solutions work.
+ Data Management Skills: Understanding of data formats (like XML, JSON, CSV) and database concepts is essential for managing data-related questions or challenges a customer might have.
+ Familiarity with Cloud Services: Since Boomi operates in cloud environments, knowledge about cloud computing concepts, service models (IaaS, PaaS, SaaS), and various cloud platforms can enhance customer discussions.
Basic Programming Knowledge: While deep programming skills aren’t necessary, having a basic understanding of scripting or programming (e.g., Groovy, JavaScript) help in interpreting workflows or explaining functionalities.
+ Familiarity with Security and Compliance Standards: An understanding of data security principles and compliance regulations, such as GDPR, is important to reassure customers about the safety and integrity of their data.
Aren’t sure if you’re a match? We know that impostor syndrome and the confidence gap can prevent us from meeting spectacular candidates — so don’t hesitate to apply; you could be the perfect fit!
Compensation
Boomi is committed to fair and equitable compensation practices. The On Target Earnings (OTE) for this position ranges from $188,700 - $235,800 annually (inclusive of commission). Final compensation will be determined by various factors including the candidate’s knowledge, skills, and experience.
As a Senior Manager of Customer Success for the Americas Region, you will build, support, and develop a diverse and effective team of Customer Success Managers (individual contributors). You will drive the customer success engagement strategies to accelerate time to value, maximize retention, and identify growth opportunities across your team’s customer portfolio. And you will collaborate across the Boomi teams to drive a customer success focus and internal processes required to accelerate and remove barriers to customer adoption and growth.
What you'll do:
- Attain team revenue and retention targets through management of the Americas customer success team
- Directly manage individual contributors (Customer Success Managers), providing focus, direction, career development/planning and inspiration to the team
- Customarily and regularly engage with customers and have a deep understanding of their requirements and the ability to effectively communicate those requirements internally
- Manage the overall success (technical, commercial) of accounts within the Americas region with the support of the Boomi cross functional teams (Product, Services, Support)
The Experience you bring:
- 7+ years of experience working as either Success Manager, Consultant, Solutions Consultant, Account Manager, Architect, Engineer, or other role with Account management and/or Customer Success focus
- 2+ years of experience leading a team
- Experience managing a distributed team
- Ability to understand and communicate complex business and technical subjects to both management and technical audience
- Experience with Enterprise SaaS organizations
- Experience collaborating with systems integrators
- Excellent leadership, analytical, problem solving, communication, and collaboration skills
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Bonus points if you have:
- Experience with cloud and application integration and B2B integration
- Experience working on complex implementation projects with global and regional systems integrators
- Experience with Gainsight
- Technical skills preferred:
- Understanding of Integration Concepts: Familiarity with integration frameworks, concepts, and best practices. This includes knowledge of how APIs, ETL processes, and middleware solutions work.
- Data Management Skills: Understanding of data formats (like XML, JSON, CSV) and database concepts is essential for managing data-related questions or challenges a customer might have.
- Familiarity with Cloud Services: Since Boomi operates in cloud environments, knowledge about cloud computing concepts, service models (IaaS, PaaS, SaaS), and various cloud platforms can enhance customer discussions.
Basic Programming Knowledge: While deep programming skills aren’t necessary, having a basic understanding of scripting or programming (e.g., Groovy, JavaScript) help in interpreting workflows or explaining functionalities. - Familiarity with Security and Compliance Standards: An understanding of data security principles and compliance regulations, such as GDPR, is important to reassure customers about the safety and integrity of their data.
Aren’t sure if you’re a match? We know that impostor syndrome and the confidence gap can prevent us from meeting spectacular candidates — so don’t hesitate to apply; you could be the perfect fit!
Compensation
Boomi is committed to fair and equitable compensation practices. The On Target Earnings (OTE) for this position ranges from $188,700 - $235,800 annually (inclusive of commission). Final compensation will be determined by various factors including the candidate’s knowledge, skills, and experience.
