This is a remote position that could be based anywhere in the United States or Canada. Calix is looking for an outstanding, results-driven leader to join our team. As the Senior Manager, Customer Success for Marketing Cloud Specialists, you will be responsible for leading a team of regionally based Success Specialists focused on driving adoption and ROI for our Marketing Cloud solution. As a leader, you will drive the engagement of these regional specialists to help drive time to value for our Marketing Cloud customers, supporting our GTM Success Managers as they engage with their customers. You will work cross-functionally with success managers, sales, product development, marketing, professional services, TAC, product serviceability and operations to create enablement programs and processes that enable Broadband Service Providers (BSP’s) to deploy, launch and ramp services quickly, drive ARPU, reduce churn and deliver business outcomes that drive immediate value and exceptional experiences for their subscribers.Responsibilities and Duties: Train, mentor, and manage a high-performing team of regionally aligned specialists to achieve their business metrics. Develop the individuals on the team through coaching, timely feedback and regular 1:1s focusing on technical development, data and analytics, knowledge of managed services, and business outcomes. Coach your team to deliver outstanding enablement and to collaborate with Customer Success Managers assigned to each account to deliver experiences that increase retention of accounts, resulting in full adoption, and renewal of Calix services, while guiding BSPs as they bring these services to market. Align to key customer executives and stakeholders to ensure we have buy-in on the strategic vision and are executing effectively against it. Maintain deep understanding of the full Calix Revenue EDGE platform. Build best practices to facilitate BSP's ability to achieve objectives and goals identified through the sales process. Collaborate with cross-functional Calix teams to constantly evolve enablement to reflect best practices. Present at Calix and industry events. Serve as point of escalation for critical customer issues. Work cross-functionally to resolve issues and help remove barriers for the team. Monitor and report on the growth and adoption of marketing cloud across Customer Success leadership team. Promote a customer-centric mindset across the organization and align projects across teams. Partner with Product development to create new features, fixes and end-user requests to develop and advance functionality of Marketing Cloud Continue to ideate and create opportunities that help our BSPs accelerate their success journey to ‘own the home’ and deliver exceptional subscriber experiences. Qualifications: Calix requires all employees based in North America who will work onsite at a Calix office, attend in-person meetings, and/or travel on behalf of Calix to be fully vaccinated. Calix will consider requests for reasonable accommodations as required under applicable law. 8+ years overall experience including proven team leadership with the ability to attract, develop and retain a high-performing team that exceeds its goals in a fast-growing Customer Success, Sales, SaaS, Marketing, or other similar organization. Experience in driving adoption and results from SAAS solutions. Experience in bringing new products or services to market. Experience in both B2B and B2B2C marketing preferred. Experience in the Telecommunications industry preferred. Exceptional ability to build and grow strong trusted advisor relationships. Masterful understanding of customer business goals, and the ability to partner with customers to translate them into adoption strategies and best practices. Experience simplifying technical, specialized content and processes, and adapting to the needs of SMB to Enterprise-level customers. Experience bringing new products or features to BSPs and enabling their teams quickly. Able to adapt to, and lead through change, driving clarity through ambiguity. Expert written and verbal communication skills, executive level presence and experience in facilitation. Strong project management and program delivery. Collaborative and consultative work style. Experience using Salesforce, or other customer relationship tools. Future Travel Expectation: 25%. Location: Remote-based position located in the United States or Canada. #LI-Remote
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