Customer Success Manager Mid-Market

Ncontracts

26d•$60,000 - $75,000•Onsite

About The Position

The Mid-Market Customer Success Manager will play a crucial role in managing strategic relationships by being the customer’s trusted advisor for their assigned book of business. They will focus on driving positive business outcomes across all Ncontracts solutions which will ultimately lead to revenue retention and identification of expansion opportunities. The CSM will partner with the customer to understand their key business objectives by having a scheduled cadence of engagement which will include executive level Business Reviews.

Requirements

3+ years of proven experience in Customer Success, Account Management, Business Development, or another client-facing role
Experience in working with complex, multi-divisional, multi-geographical customers
Experience developing relationships with customer C-Suite
Demonstrated ability to influence and/or affect change
Analytical both quantitatively and qualitatively: must be comfortable with PowerPoint, Excel, Word and willing to learn new programs.
Expert at juggling dozens of competing demands and managing limited time.
Team-oriented and results driven to get things done for our customers.
Proven track record of being a strategic Customer Success Manager
Passionate about building a great company and a great product.
Intellectually curious, adaptable, catalyst
Ideal team player: hungry, humble, smart
Customer focused

Responsibilities

Manage a portfolio of Strategic & Growth clients in their post-sales customer journey including kickoff, adoption, renewals, and advocacy.
Drive business process recommendations to accelerate the adoption, retention expansion and value achievement while identifying and resolving risk.
Stay on top of evolving product/service offerings for Ncontracts clients.
Work cross-functionally with Product, Sales, Support and others; facilitate conversations to help drive outcomes.
Track & monitor customer base and collaborate with account team on growth and upsell opportunities.
Prepare and deliver Business Reviews effectively and strategically.
Develop an advanced knowledge of our SaaS software solutions and related services.
Develop a generalized understanding of our typical customer’s business and the outcomes they look to achieve with our solutions.
Develop a working knowledge of the market and environment in which our customers operate.

Benefits

A fun, fast-paced work environment
Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
11 paid holidays
Community and social events to keep you connected and engaged
Mental Health Benefits
Medical, Dental and Vision insurance
Company-paid Group Life Insurance, Short- and Long-Term Disability
Flexible Spending Account & Health Savings Account
Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
Pet Insurance
401 (k) with company match with eligibility on Day 1 of employment
2 Paid Volunteer Time Off Days