Customer Success Manager
About The Position
The Customer Success Manager (CSM) is responsible for ensuring a positive customer experience with our brand and services. The CSM is quick to resolve any issues and anticipate future needs for clients. Working closely with the GTM (go-to-market team) and security team, the CSM will collaborate to upsell services based on client security goals and be in strong communication serving as the link from sales to service implementation, as well as ongoing customer support. The CSM will have a strong focus on customer retention by attending regular meetings and helping clients celebrate milestones. Our ideal candidate is motivated to reach goals and enjoys personal and team success. The ideal candidate has worked in tech sales or customer service in a previous role, is highly organized, accountable to the team, and has an exceptional ability to communicate professionally and a track record of meeting and exceeding KPI’s. Proficiency with Google Workspace, HubSpot, and Monday.com is preferred.
Requirements
- Two years of experience in Customer Success at a SaaS company
Nice To Haves
- Previous experience in sales and/or customer service is preferred
- Proficiency with Google Workspace, HubSpot, and Monday.com is preferred
Responsibilities
- Onboard and support customers through the client lifecycle.
- Manage the client lifecycle from day one through renewal.
- Ensure that customer needs are being met on a monthly and quarterly basis.
- Work alongside the security team to upsell services and products, with the ability to articulate the value of each offering.
- Draft contracts and proposals for upselling services to existing clients.
- Serve as the point of contact for our customers and drive them to specific business outcomes on their timelines.
- Develop trusted relationships with key accounts, stakeholders, and executive sponsors.
- Review and track customer feedback to identify trends and work toward improvement(s).
- Constant engagement with customers with a minimum of monthly email touch points, quarterly customer satisfaction meeting, and when necessary, travel to customer locations for onsite meetings.
Benefits
- Employee covered medical premiums (100%)
- Dental and Vision Benefits
- PTO and Sick Time, including 11 paid Holidays
- 401K retirement option plus company match
- Company paid Life Insurance
- Annual Subscription to TalkSpace (online counseling & therapy service) & additional benefits
- Summer Friday’s!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
