Location: REMOTE in AR, AZ, CO, FL, GA, IA, MD, MO, NC, NE, NV, OH, PA, TN, TX, UT, VA, and WA.
About Arbinger:
The Arbinger Institute is a fast-growing leadership development and culture transformation organization. We help leaders, teams, and organizations create people-centric cultures that drive exceptional organizational results. Through an innovative process of training, coaching, and consulting, we help people adopt an outward mindset which is integral to accelerating performance, creating genuine inclusivity, and ensuring sustainable change. We work with thousands of organizations of all sizes across a broad spectrum of industries, including manufacturing, technology, non-profits, healthcare, law enforcement, finance, and the federal government.
The Arbinger Institute was founded over 40 years ago. Arbinger is an equal opportunity employer committed to diversity and inclusion in the workplace. Arbinger has been named a Top Workplace by the Salt Lake Tribune for three years running (2020-22) and is a 2022 and 2023 recipient of the HIRE Vets Medallion Award for our commitment to hire, develop, and retain our United States veterans.
The Position:
The Client Success Manager Team Lead at Arbinger embodies a multifaceted role, serving as a mentor and coach to a dynamic team of Client Success Managers (CSMs), guiding them to surpass their goals and amplify their influence in delivering exceptional service to our clients. In this dual capacity, you will act as a Coach, Leader, Account Manager, and Client Partner, playing a pivotal role in reinforcing Arbinger Institute’s sales strategy through effective team coaching, leadership, and revenue growth. As a Team Lead, you will also immerse yourself in the Client Success Manager function, engaging with specific industry verticals to ensure our clients receive tailored support and expertise. Your leadership will extend across our Corporate Practice Area, where your strategic coaching will empower CSMs to excel and foster strong, lasting partnerships with our clients.
Roles and Responsibilities:
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Perform regular self-assessments using Arbinger’s assessment 3A+ tool to gauge and enhance individual performance impact.
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Actively support team members in crafting and refining their 3A+ strategy, offering insightful contributions to discussions with their leadership.
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Develop accountable CSMs who achieve results and positively impact others.
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Coach individual CSMs to achieve monthly, quarterly, and annual targets.
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Communicate a clear vision for the individual CSMs.
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Organize and communicate updates, processes, and information.
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Lead and organize regular meetings (such as an internal Success Review).
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Achieve quarterly and annual gross profit targets.
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Maintain an On Pace annual gross profit target.
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Maintain a Sufficient (or better) Pipeline Coverage Ratio (PCR).
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Create and maintain client commitment to proposed solutions.
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Deliver 100% of client solutions.
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Maintain up-to-date information in Buckets or an Account Delivery Portfolio.
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Lead regular Success Plan Reviews.
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Introduce and guide the client through the Client Success Stages.
Required Capabilities:
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Demonstrate leadership in fostering a cohesive team environment, seamlessly integrating both on-site and remote coaching methodologies.
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Strategic acumen in providing top-tier consulting services to Enterprise clients and large organizations, driving substantial business outcomes.
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A track record of proficient project management, adept at steering complex, multi-faceted projects with a commitment to long-term success and service continuity.
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Advanced interpersonal skills, with a proven capacity for nurturing and sustaining professional relationships across all organizational strata.
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Expertise in advising and overseeing client engagements that involve comprehensive end-user behavioral modifications, ensuring successful solution adoption.
Preferred Capabilities:
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Proficient in motivating clients towards innovative actions and embracing new approaches.
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Ability to establish trust and credibility when forging key client relationships.
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Agile in addressing diverse client requirements, adept at synthesizing solutions, concepts, and execution plans.
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Skilled in distilling complex concepts into clear, actionable steps for easy comprehension.
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Embraces a culture of innovation, continuously refining and enhancing client solutions through iterative experimentation.
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Confident and engaging presenter, capable of captivating and facilitating discussions with large groups.
Education and Experience:
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Bachelor’s degree is preferred.
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7 years of experience in Sales, Customer Success, or Consulting, indicating a seasoned professional background is preferred.
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5 years in a role focused on Coaching or Leadership preferred.
Physical Requirements:
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Prolonged periods of sitting at a desk and working on a computer.
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This position may necessitate up to a 15% travel commitment.
Salary: $110,000 per year with $25,000 variable compensation
Arbinger Benefits:
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Leadership Training
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DEIA Workshops
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Health Benefits
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Health Savings Account (HSA)
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401K Plan
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Accident Coverage
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Critical Illness Coverage
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Disability Coverage
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Life Insurance
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Paid Time Off (PTO)
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Paid Parental Leave
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Discounted Gym Memberships
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Pet Insurance
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Comprehensive Employee Assistance Program
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Birthday and Anniversary celebrations
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11 Company Paid Holidays
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Company Paid Veterans Day off for all Veterans
- Note: the job description is not meant to cover all responsibilities but only provides an overview of the role.
** Arbinger is an equal-opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, protected veteran status, or any other basis protected by applicable federal, state or local law.