Senior Manager, Scaled Customer Success (Vancouver Hybrid)

Job Description

About Boomi and What Makes Us Special

Are you ready to work at a fast-growing company where you can make a difference? Boomi aims to make the world a better place by connecting everyone to everything, anywhere. Our award-winning, intelligent integration and automation platform helps organizations power the future of business. At Boomi, you’ll work with world-class people and industry-leading technology. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact, and want to be part of building something big. If this sounds like a good fit for you, check out boomi.com or visit our Boomi Careers page to learn more.

How You'll Make An Impact

Creating an Amazing Culture and Building Customer Love are two of our most strategic values at Boomi. The Boomi Customer Success team lives and breathes these values every day. A critical element of Boomi’s strategy is helping our customers accelerate their time to value and expand their relationships with Boomi. This is a key differentiator for us and we believe that our customers deserve a unique experience. When we do this well, our customers succeed and Boomi succeeds by increasing our renewal and growth rates.

We are looking for an experienced Customer Success leader in Vancouver to oversee our large & growing commercial customers. The role will be responsible for overseeing the adoption, retention, and satisfaction of all of our commercial customers in the mid-market segment

As a Senior Manager of Scaled Customer Success, you will create a vision and implement a strategy to drive customer success and growth for our largest cohort of customers. You will lead a team responsible for delivering three primary functions: (1) build and deliver a world-class scaled customer success program (2) retain and grow our commercial customer base by delivering high-value engagements at scale, and (3) mentor early career new hires, supporting their success and fostering a results-driven culture of collaboration, accountability, and transparency

What you'll do

• Define and drive the strategy and detailed execution plan for Boomi’s Scaled Customer Success team, ultimately driving faster customer time to value, renewal rates, and growth

• Develop and implement processes, engagements, and metrics to drive customer adoption of our platform and measurable business outcomes

• Build, develop, and lead a high-impact, scaled Customer Success team, supporting their success and fostering a results-driven culture of collaboration, accountability, and transparency.

• Personally lead a globally distributed scaled success team and as needed, build strong relationships with key customers

• Continuously test, measure, and improve our scaled success process, metrics, and tactics

• Partner with all members of the leadership team, including cross-functional groups (New Business, AM, Renewal, Partnership, Biz Dev, Marketing, Product, Legal, Security, etc), to ensure all phases of the customer life-cycle are aligned with complementary actions and accountability.

• Collaborate globally with CS & sales leadership surrounding GTM strategy to optimize customer ROI.

• Plan daily activities for the scaled success team as well as help set and track monthly utilization goals. Coordinate, schedule, and prioritize proactive and reactive engagements for the scaled success team.

• Accurately forecast and track leading indicators to ensure consistent and predictable monthly/quarterly results that align with the company objectives and revenue goals

The Experience You Bring

• Demonstrates high-impact leadership skills, including setting a clear vision and strategy, motivating and coaching others, driving urgency and results, and exhibiting humility.

• Ability to deal with ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels

• Demonstrates exceptional business acumen, analytical skills and world-class presentation and customer interaction skills

• Strong analytical ability to maximize existing successes and develop new growth opportunities for further scale

• Ability to persuade, influence, and motivate people; build a culture of doing the right thing for customers

• Experience with Salesforce.com, Gainsight, and other customer CRM and engagement tools is a strong plus

• Experience with recruiting, developing, and managing internship and early career programs

• Ability to identify thematic issues, risks, and dependencies and put in place plans to mitigate them

• Strong work ethic and ability to work in a dynamic environment

Qualifications

• Previous leadership role at a high-growth software SaaS organization with 5+ years of leading a scaled Customer Success

• 10+ years combined experience in the following functions: Sales, Customer Success, Renewals, Services or Consulting

• Bachelor’s Degree, preferably in a technical discipline, or equivalent. Master’s degree/MBA is a plus.
  
  

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) ranges from $ 235,000- $294,000 CAD annually (inclusive of commission). Final compensation will be determined by various factors including the candidate’s knowledge, skills, experience, and geographic location.

Be Bold. Be You. Be Boomi. We take pride in our culture and core values and are committed to being a place where everyone can be their true, authentic self. Our team members are our most valuable resources, and we look for and encourage diversity in backgrounds, thoughts, life experiences, knowledge, and capabilities.

All employment decisions are based on business needs, job requirements, and individual qualifications.

Boomi strives to create an inclusive and accessible environment for candidates and employees. If you need accommodation during the application or interview process, please submit a request to talent@boomi.com. This inbox is strictly for accommodations, please do not send resumes or general inquiries.