Customer Success Manager - Reston Office hybrid OR West Coast, USA Remote

Recite Me•Reston, VA

9d•$60,000 - $70,000•Hybrid

About The Position

In today’s digital age, we believe everyone should be able to access web content in a way that works for them. Our mission is to make the online world accessible for all. And we’re not alone in this journey! Hundreds of global organizations already use our software to enable greater accessibility for their online content, products, or services. We’re passionate about our cause and our product. As we move from start-up to scale-up, we need help to achieve our ambitious plans. This is why we’re looking for Customer Success Manager to join our fast-growing team. This is a key role, ensuring clients get off to a great start, with a seamless transition from sales to customer success. We are looking for a dynamic individual who has a passion for building relationships and can offer best-in class customer service. Working closely with the CSM Team Leader, you will be involved in onboarding new clients, account reviews, and customer communications. Taking ownership of retention and revenue growth targets, never letting an opportunity to influence slip away. This role can either be based in our Reston office (hybrid) or based on the West Coast, USA which will be remote

Requirements

Min 2 years experience in a similar role B2B role (Customer Success, Account Management, Customer Service)
Being able to handle a range of different tasks so being organized will be key to strong administration skills
Confident communicator, friendly, enthusiastic, comfortable talking to stakeholders of all levels on the phone, email, or face-to-face
Ability to work independently and thrive in a process-driven, task-orientated, team environment
Comfortable producing reports and data analysis
Quick and capable learner, thirst to be an expert in your field
Evidence of establishing and maintaining exceptional client relationships that fuel growth
Confident communicator, friendly, enthusiastic, comfortable talking to stakeholders of all levels on the phone, email, or face-to-face
Excellent time management, able to prioritize key tasks, manage multiple conversations whilst never letting an opportunity slip
Knowledge of, or interest in, Accessibility, Diversity, Inclusion, and the Digital World

Nice To Haves

Experience working in SAAS/Tech start-up is highly desirable

Responsibilities

Taking new clients through the onboarding process. Working closely with sales, marketing, and the technical team to ensure clients are ‘launched’ on optimal terms
Good understanding of websites and familiarity with different platforms such as HTML and WordPress
Own the client journey from sale to renewal (and beyond)
Help define and deliver account reviews and appropriate communications to ensure client satisfaction
Create opportunities for revenue growth
Ensure clients renew on the same or better terms
Use all data and relevant resources to create compelling client stories to amplify our success