Customer Success Manager

Turtle and Hughes•Clark, NJ

7h•Onsite

About The Position

As a Customer Success Manager, you will be responsible for a portfolio of site-based or multisite-based accounts to ensure that our customers achieve intended outcomes and value realization with subscription and services contracts. You will ensure technology and services adoption leading to high, on-time renewal rates and expansion of Annual Recurring Revenue (ARR) for all Turtle customers. You will report to the Team Lead, Life Cycle Services Manager, or VP of Automation and will work from Turtle HQs in Clark, NJ. There will be some travel to customers sites within the NY/NJ region which will be required.

Requirements

High School diploma or equivalent
2+ years in Customer Success, Account Management, or related role (preferably in automation, technology, or distribution).
Experience with subscription-based services or SaaS models.
Proficiency with CRM systems.
Familiarity with contract renewals and negotiation processes
Strong relationship-building and communication skills.
Proven track record of driving customer adoption and retention.
Ability to identify growth opportunities within existing accounts.
Comfortable working cross-functionally with technical and sales teams.
Based within commuting distance of Clark, NJ, with flexibility to travel locally.

Responsibilities

You are responsible for the management and Annual Recurring Revenue target (ARR) associated with all contracts and software subscriptions within a portfolio of site-based accounts.
You will lead onboarding, adopt, expand and renewal motions using data and workflow information from customer relationship management and data tools.
You will translate data and insights into customer value, leading to increased service contracts and software subscriptions.
You will deliver Executive Business Review to main customer contacts.
You will work with sales and business leads to identify new contract opportunities.
You will provide feedback to the portfolio team to ensure customer feedback is built into service offerings.
Build and maintain strong relationships with customers
Serve as a trusted advisor, providing guidance on best practices and business outcomes.
Collaborate with internal teams to resolve customer challenges and deliver a seamless experience.
Track customer health, usage, and satisfaction metrics
Drive on-time contact renewals and identify areas for expansion