Customer Success Manager

Vantaca+HOAi•Wilmington, NC

11d•Remote

About The Position

As a Customer Success Manager (CSM), you ensure that Vantaca is aligned with our customer's business goals and Key Performance Indicators during the entire customer journey. The objective of the Customer Success Manager is to maximize customer retention and success while also building trust and transparency within your portfolio. The Customer Success Manager is a Business Partner, responsible to help a portfolio of customers achieve the maximum possible value they can within the Vantaca platform. You will serve as a Customer Advocate ensuring customer feedback is heard and acted upon by regularly checking on how the Vantaca product is meeting your customers’ needs and whether there are areas for possible improvement.

Requirements

Bachelor's degree or equivalent experience in business administration, communication, project management, information systems, operations management, supply chain management, or other related field
At least 2+ years experience in a Customer Success, Account Management, or customer-facing role at a B2B SaaS company with a track record of driving adoption and customer outcomes
Phenomenal communication skills and are an innovative problem-solver
Highly organized and really good at prioritizing your workload
Great at interacting with people - customers, clients and coworkers. Your communication with everyone is professional, positive and constructive.
You are a terrific public speaker and comfortable with leading meetings
A well-developed interpersonal style and exceptional influencing skills, with a proven ability to maintain strong relationships across all levels in the business
Passion for customers, appreciation of customer perspective, and ability to advocate on their behalf
A proven aptitude for approaching challenges with creativity; natural curiosity and willingness to dive into the industry and our innovative products and features
Comfortable working in a scaling environment; champion of change and process improvement.
Boundlessly curious and eager to embrace AI capabilities and leverage emerging technologies to enhance customer outcomes and operational efficiency
Ability to handle and resolve conflict by seeking a common ground amongst all involved parties.
Ability to determine true issues/barriers to achieving agreement and effectively navigate discussions no matter what the situation.
Exhibits high level of composure under pressure and inspires confidence from others that goals will be achieved.
Able to drive (internal and external) resources to the timely and accurate achievement of goals despite existing barriers.
Able to manage expectations via effective application of project management concepts (e.g. meeting follow-ups, action plan with priorities/owners/timelines).
Ability to develop a prescription for the cause and is able to clearly articulate their assessment and recommendations to all stakeholders in a timely manner.
Up to 25% travel

Responsibilities

Professionally manage customer relationships at all levels of the organization to ensure consistently high satisfaction levels within portfolio.
Drive customer success outcomes that support high retention and provide opportunities for growth.
Develop and maintain customer success plans with clear business objectives, KPIs, and success milestones tied to their investment in Vantaca.
Proactively assess customer's business operations to identify opportunities for increased platform adoption, better utilization, and additional value creation; collaborate with Account Managers on potential expansion opportunities.
Understand customer's business operations, drivers and needs; understand/respond to the competition's strengths and weaknesses, applies market knowledge.
Able to present to and facilitate with senior leadership and/or teams.
Deliver clear, timely, and action-oriented communication and follow-ups that drive customer progress and accountability.
Know how and when to leverage other experts to manage customer needs/requests.
Provide proactive updates on customer health, engagement trends, risk factors, and escalations to leadership and cross-functional teams.
Effectively sets and keeps commitments to internal/external constituents and manages on-going expectations.
Partner with all functional areas including Sales, Professional Services, Support, & Product to ensure quality customer experience for all customers in their journey with Vantaca.
Be an expert and champion on our product and service offerings in order to provide customers with consultative guidance on how to get the most out of our product
Serve as customer advocate and help customers receive the proper priority for resolving technical issues, capturing customer feedback and product requests and facilitating those requests to Product and Development to help find a path forward.

Benefits

Medical, Dental, and Vision kick in day one
Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year)
401K with Company Match
Remote Flexible - come to the office when needed
Great parental leave benefits
Named on Inc 5000 list of America's Fastest Growing Private Companies
Named on Inc 5000 Vet 100 Private Companies list multiple years in a row
Winner of Coastal Entrepreneur Award, Technology Category
Active employee-led Culture Committee
Ongoing industry and professional development trainings available to all employees
Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community