Manager/Director, Client Success

Empathetic, Client-focused, Driven. You understand the importance and role of software in transforming a team's or individual's capabilities, and you are eager to help FiscalNote clients unlock the full capabilities of their software tools to that end. You have a passion for Government Affairs, technology, and data and find great enjoyment in helping others. Finally, you are data- and metrics-driven, and you do what it takes to help your team and their clients meet ambitious goals.

What To Expect In This Position

• Lead and coach a team of 6-10 mid-market and enterprise Client Success Managers who manage clients with 3-5 products
• Partner with VP, Account Management to determine metrics, health scores and KPIs for the team and develop processes to ensure team is executing against objectives 
• Report on and be accountable for gross retention of team portfolio 
• Provide routine coaching via weekly 1:1s, monthly career development conversations and quarterly performance assessments
• Report weekly to FiscalNote leadership on risk and risk mitigation tactics within team portfolio 
• Review and assess current team processes and provide recommendations on improvement
• Leverage client usage data and Client Success software to empower the team to proactively identify and take action on potential risk accounts
• Create a positive team culture to promote a strong collaborative environment 
• Lean in on strategic or risk accounts to assist with developing rapport and building strong relationships with client decision makers 
• Work with cross-functional teams (Product & Engineering) effectively to be the voice for our clients
• Work with CS Operations on developing clear onboarding journeys
• Coach team on consultative training strategies 
• Partner with Account Management leads on risk account strategies and collaboration between AM and CS teams

What Sets You Apart

• 3+ years of experience working as a Customer Success Manager, or similar role
• Strong track record of high performance, consistently hitting quarterly/annual goals
• 1-2 years direct leadership experience, direct management experience preferred 
• Experience with performance management and upskilling of team at various levels of proficiency 
• Proven ability to work in a fluid team environment, with strong organizational and prioritization skills 
• Excellent clarity in communication, telephone/email etiquette, and presentation delivery
• Extreme poise and polish in conducting in-person meetings with users and senior-level executives
• Critical problem solving
• Comfort interacting and leading meetings with senior-level company executives
• Comfort with ambiguity (we're a rapidly growing company!) and evolving/expanding responsibilities
• Love of data and experience using it for informed process change
• A proactive attitude toward the resolution of  challenges/issues with high energy and technical acumen
• Proficiency with Salesforce and/or related CRM software preferred
• Passion for government processes, civic engagement, and data
• Experience with data analytics a plus

Excited about this role, but don't meet 100% of the expected qualifications listed above? We'd still love for you to apply!  FiscalNote is committed to building a diverse and inclusive workforce where unique experiences are valued and everyone has the opportunity to contribute. Research has continuously shown that women and people of color are less likely to apply to jobs unless they meet all of the listed qualifications. We want to help overcome this trend and seek to make space for unique and relevant skills and attributes. So, when applying to FiscalNote, rest assured that your application is reviewed by a living, breathing human being and evaluated based on key competencies needed for success in the position. Our Recruiting team maintains awareness of all open roles which means your application may be assessed against multiple positions and we will reach out to gauge your interest in other opportunities as appropriate. Questions or concerns? Contact recruiting.team@fiscalnote.com, we'd be happy to connect!