Customer Success Manager, Mid-Market

ClosingLock•Austin, TX

17d•Onsite

About The Position

We are looking for a Customer Success Manager to build, retain, and grow a book of business comprising Closinglock's Mid-Market Customers. You will be the voice of the customer within Closinglock and serve as the customer liaison with Closinglock's sales, services, product, and engineering teams. You will use a data-driven approach, applying best practices and solutions to ensure our customers realize value from Closinglock and achieve their business goals and objectives. As a successful Customer Success Manager, you’ll use your consultative mindset to build long-lasting partnerships with each customer. You’ll be instrumental in driving product adoption and customer achievement of ROI. You’ll provide product roadmap insights and share industry trends while encompassing Closinglock's values.

Requirements

4+ years of customer success management, account management, relationship management, or management consulting experience focused on Mid-Market customers
Post-sale experience is required
Sales experience is not required, but previous experience is a plus as this role is responsible for customer renewals
Demonstrated history of successful software customer service with proven experience renewing and expanding existing contracts
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
History of servicing large, complex organizations with demonstrated ownership of all aspects of a market segment
Goal and results-oriented, optimistic, value-added mindset, proactive, and easily adapts to change
Successful candidates are innovative, persuasive, and creative and have a genuine curiosity about their customers’ business
This is a full-time, in-person position in our Austin, TX office.

Responsibilities

Drive customer adoption and effective use of Closinglock by utilizing multiple resources to proactively monitor product usage trends and rollout of Closinglock across the organization
Gain a deep understanding of your customer's business goals and desired outcomes by building trust and creating meaningful relationships among key stakeholders and executives
Own the customer renewal and generate growth opportunities. Proactively identify, forecast, and manage customer risk to minimize churn, ensure strong customer engagement, and identify expansion opportunities that will enhance the customer experience
Ensure customers understand the value Closinglock delivers to their business by conducting business reviews, on-site meetings, and attending industry events that mirror their business goals and objectives
Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors
Proactively connect with customers regularly via phone, email, and semi-annual on-site visits, driving active engagement with the Closinglock Committee
Participate in and help build our company culture
Serve as a voice of CSMs within Closinglock, sharing your experiences in meetings while driving collaboration between offices to help unify our teams and build a strong culture
Lead and inspire peers to exceed objectives, champion change, and scale Closinglock