Associate Customer Success Manager

Points North • Bloomington, MN

9d • $65,000 - $70,000 • Hybrid

About The Position

Points North is looking for a results-driven Associate Customer Success Manager (CSM) to be part of our growing team. In this role, you will manage a portfolio of clients, focusing on driving retention and renewals, expanding client relationships, cross-selling added software and modules, and maximizing customer value. As a key partner to our clients, you will proactively work with clients to ensure long-term partnerships and business growth. This is an exciting opportunity to make a direct impact in shaping our customer success strategy.

Requirements

• Experience managing customer relationships, driving retention and revenue growth
• A customer-centric mindset with a passion for delivering outstanding service
• Excellent communication, interpersonal, and relationship building skills
• Ability to manage multiple accounts simultaneously, prioritize tasks, and meet deadlines
• Motivated self-starter who is comfortable with ambiguity and a solutions-oriented problem solver
• Bachelor’s degree in Entrepreneurship, Marketing, Business or similar field, or equivalent relevant working experience
• Experience working in a B2B SaaS environment
• 1+ years’ experience in Customer Success or Account Management
• Local to the Greater Twin Cities area, willing to work hybrid 1-2 days per week out of our Bloomington, MN headquarters

Nice To Haves

• Experience working within highly regulated industries and/or construction industry

Responsibilities

• Build and maintain strong, long-lasting relationships with clients to ensure their satisfaction and continued use of our products/services
• Proactively manage churn by addressing customer issues, resolving concerns, and ensuring timely solutions
• Conduct regular check-ins and business reviews with clients to assess satisfaction, identify potential risks, and foster loyalty
• Monitor customer health scores and system usage to work to identify potential risks early
• Leverage a deep understanding of the client’s business goals and needs to identify opportunities for cross-selling and upselling additional products or services
• Present tailored recommendations to clients on how they can benefit from upgrading or expanding their product/service usage
• Track and report on the success of cross-sell and upsell initiatives, aiming to meet or exceed revenue targets
• Serve as the primary point of contact for assigned clients, handling inquiries, guiding them through product usage, and managing expectations
• Understand and document client-specific business goals, ensuring our offerings align with their objectives and client feedback is disseminated to appropriate internal teams
• Create and execute account plans with a clear focus on retention, expansion, and customer success metrics
• Proactively schedule and host formal business reviews with designated customer base

Benefits

• Health Insurance: Comprehensive medical, dental, and vision plans are available to keep you and your family healthy.
• Retirement Savings: Invest in your future with employer-matching contributions to a SIMPLE Traditional and/or ROTH IRA plan.
• Time Off: Generous PTO, paid holidays, and Volunteer Time Off (VTO) are offered so that you can take time to recharge and give back to what matters to you.
• Growth Opportunities: Professional development is encouraged whether it be in training, certifications, or other opportunities to boost your career.
• Flexibility: Depending on the role, remote or hybrid arrangements may be made available to fit your lifestyle and business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level