Customer Success Manager

Kindsight

6d•$55,000 - $90,000

About The Position

Our Customer Success Managers play a pivotal role in ensuring the satisfaction, retention and growth of the Kindsight customer base. They are primarily responsible for supporting our customers in achieving value by understanding their needs and objectives, building strong relationships and delivering an outstanding experience. Our CSMs monitor customer adoption, analyze data to identify trends and insights, and provide strategic guidance to help customers achieve their desired outcomes. Ultimately, Customer Success Managers are dedicated to maximizing the value that customers derive from the company's products or services, driving long-term success for both the customers and the company.

Requirements

Bachelor's degree in business administration, marketing, communications, or a related field (or equivalent experience).
3+ years in Customer Success, Relationship Management, Account Management in a SaaS environment
Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels
Strong problem-solving abilities, with a proactive and resourceful approach to addressing customer needs and challenges
Analytical mindset, comfortable working with data to derive insights and make data-driven decisions
Detail-oriented and organized, with the ability to manage multiple customers and projects simultaneously
Proven success in driving customer retention and expansion
Familiarity with Salesforce, Gainsight, MS Office and Google Suite
Passion for delivering exceptional customer experiences and driving long-term customer success
Empathetic, positive attitude with a desire to help our customers reach their goals
Results-driven mentality, with a bias for speed and action

Nice To Haves

Experience working with and a passion for non-profit organizations

Responsibilities

Build and maintain strong relationships with customers, serving as their trusted advisor and advocate within the company
Drive customer retention and growth among our customers by understanding their needs and objectives and helping them achieve their desired outcomes and success in their mission
Proactively monitor customer usage and satisfaction, analyzing data and feedback to identify trends and insights to enable successful adoption of our products
Maintain a regular cadence of communicating with customers to provide expert coaching to enable them to maximize the value they derive from our products
Identify opportunities to upsell or cross-sell additional products or services to customers, driving revenue growth
Identify at-risk customers and develop strategies to mitigate churn, including proactive outreach and intervention
Create positive experiences for customers that drive a positive Net Promoter Score (NPS)
Identify opportunities for customers to act as Kindsight advocates to provide testimonials, case studies and references
Marshall resources across the iWave teams as needed to support customers’ needs
Represent the voice of the customer to better inform our sales process and product roadmap
Some travel to conferences and customer sites may be required