Job Overview
At this time, we are growing our team to include a Customer Success Manager to join our Customer Success Team. The role of the Customer Success Manager is to provide a primary point of contact for corporate clients, to drive product adoption and ensure ongoing customer satisfaction and retention. This critical function is responsible for onboarding new customers to ensure they get the most from our industry leading channel enablement SaaS platform. The successful candidate will help define and optimize our customer journey and have a technical aptitude/hunger for understanding our product suite.
Key Responsibilities
- Onboard new customers - know our products inside-out so that you can educate customers on how to use the product, maximize ROI and configure the solution appropriately.
- Showcase our rich Product Portfolio and identify upsell opportunities to existing customers.
- Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed and meet or exceed their Channel Program objectives.
- Execute best practice Project Management methodology for all new and existing customer projects.
- Be the Voice of the Customer - understand our customer's objectives and become a trusted right-hand advisor to ensure immediate resolution of any issues.
- Enable successful roll-out of our platform to customer employees, including developing relevant creative assets.
- Identify opportunities for customers to act as company advocates (references, testimonials, case studies).
- Collaborate closely with sales to support pilot customers, renewals and expansion opportunities.
- Execute product demos for both existing and potentially new customers, showcasing the rich functionality available via the platform.
- Gather resources across the team as needed to support customer needs.
- Create a company-wide customer feedback loop, fostering a culture of customer success.
Requirements
- 5+ years' experience in customer success, relationship management or account management, preferably in a B2B Enterprise SaaS environment.
- Passion for enhancing the customer experience.
- Exceptional communication skills, highly organized, collaborative and detail oriented.
- Experience building and maintaining relationships while working to migrate churn and drive engagement and renewals.
- Strong ability to influence through persuasion, negotiation, and consensus building.
- Great capacity for customer interaction, conflict resolution and a desire to help our customers reach their goals.
- Ability to make decisions and take ownership.
- Excellent analytical and problem-solving.
- Self-motivated; able to work with minimal supervision and be accountable.
What We Offer
- Competitive compensation and commission structure
- 25 days of PTO annually + 12 company holidays
- 401K match
- Health insurance including both PPO & HSA plan options
- 12 training days annually to support career growth
- Fully remote position
- Paid parental leave
- Annual team offsites, including travel to Galway, Ireland
- Collaborative, growth-oriented team environment