Customer Success Manager

Allego•Waltham, MA

9d•$80,000 - $120,000

About The Position

Allego’s curious and self-driven Customer Success Managers have a direct impact on Allego’s growth. As a CSM, you are ultimately responsible for the high touch, complete post-sales services lifecycle of a portfolio of Allego customers. You will handle implementation of brand new customers, and through your partnership, guide those customers to expand usage and drive adoption. You celebrate your customers’ success as if it is your own! Our Customer Success team is collaborative, energizing, and fast paced, and our CSMs take pride in helping to transform the way that ideas are shared and learning happens.

Requirements

5 years experience in a fast-paced SaaS client services role, including new customer implementation, onboarding, and ongoing relationship management preferred.
Strong project management experience in client relations/account management with a consultative approach.
Proactive, self-motivated team player with innovative ideas to enhance client loyalty, retention, and growth.
Excellent communication skills, both written and verbal, with experience in individual and group presentations.
Strong interpersonal skills with a track record of building positive relationships.
Skilled in cross-functional leadership and team coordination.
Highly organized with strong time management abilities, capable of handling multiple projects simultaneously and setting clear expectations.
Detail-oriented and quality-focused.
Adaptable to a fast-paced, evolving startup environment while maintaining a positive attitude.
Proficient in Google Suite, Salesforce.com, and Microsoft Office; experience with Outlook, Excel, Word, and PowerPoint is a plus.

Nice To Haves

Revenue Enablement Experience strongly preferred
Bachelor's degree or equivalent preferred, but not required.

Responsibilities

Working with a portfolio of customers will who range in industry and size to manage their initial and ongoing success; from onboarding and implementation through training and use case expansion
Using a consultative approach, serve as a trusted advisor to your portfolio of customers, repeatedly guiding them through the expanded use of the Allego blueprint incorporating best practices, new features and new use cases to ensure stickiness and ROI
Partnering with Sales to manage the smooth transition from Sales to Implementation to Expansion and Renewal
Acting as the product expert, customer advocate, and liaison between your customers and Allego’s Product Management team to translate business requirements into product enhancements
Executing monthly proactive outreach to clients in order to review usage, opportunities for use case expansion and assess overall level of satisfaction
Handling customer references, case studies and testimonials for your customers