Customer Success Manager (West Coast)

Raptor Technologies

3h • Remote

About The Position

The Customer Success Manager role is responsible for providing a premier customer experience for our existing client base throughout the customer journey, including adoption, expansion, advocacy, and retention. The Customer Success Manager will work closely with their sales counterpart, Technical Support, and the Professional Service team to ensure that their clients are supported and informed. This is a remote position for candidates living in the West Coast of the United States. We prefer candidates in the following states: California, Arizona, New Mexico, Colorado, Nevada or Utah.

Requirements

• At least 3 years of experience in a Customer Success Manager role in a SaaS company is required
• Outstanding relationship and rapport building abilities
• Excellent verbal and written communication, presentation, and problem-solving skills
• High degree of professionalism. Ideal candidate executes consistently in a high-volume environment, is very dependable, and always approaches scenarios with a positive, customer centric, attitude
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
• Willingness and ability to work flexible hours
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook
• Skilled at troubleshooting with a logical, systematic approach
• Willing to travel up to 25% to visit clients
• Located in either California, Arizona, New Mexico, Nevada, Utah or Colorado

Nice To Haves

• Salesforce experience
• Gainsight experience

Responsibilities

• Drive customer success as the first point of contact for customers in named accounts
• Monitor overall client utilization and success
• Provides ongoing service and support while managing the customers’ expectations and implementing action plans where needed; takes ownership of customer issues and partners with the appropriate teams to drive progress towards resolution
• Track and improve on churn rate and satisfaction scores in assigned accounts
• Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions; develop and oversee mitigation measures to turn risks into opportunities
• Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis
• Educates client base on solutions available as well as upgrades that align with their current and future goals and priorities
• Maintains in-depth knowledge of our products and stays up to date with ongoing product releases
• Protect business with current partners to ensure they won’t be tempted to use a competitor
• Other relevant projects as needed

Benefits

• Remote-first philosophy
• Flexible paid time off
• Paid parental leave
• 11 Paid holidays per year
• Workplace flexibility
• Affordable health coverage (medical, dental, vision), paid 100% for employee only medical
• 401(k) employer contribution to help you plan for the future
• Company paid life insurance, STD, and LTD
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees