Customer Success Manager
About The Position
The Customer Success Manager (CSM) will build relationships with B2B software customers to ensure they are getting value from what they purchased. They will drive best-in-class customer satisfaction, retention, and expand adoption of our award-winning ERP software and services. They can flex from being a detail-oriented process manager to a highly collaborative relationship builder and team member, contributing to the overall improvement of an industry-leading sales and marketing team. The Customer Success Manager will be excited to help customers meet their ongoing cloud financial needs and delight them with world-class service.
Requirements
- 3-7 years of experience in a customer success or account management role in B2B software, with a track record of strong goal attainment
- Understanding of ERP & CRM software (Sage Intacct preferrable)
- Experience with ERP and/or CRM software; familiarity with both Sage Intacct and Microsoft Dynamics (Business Central) strongly preferred
- Excellent CRM hygiene and documentation habits
Nice To Haves
- 4-year college degree is preferred but not required
Responsibilities
- Proactively engage customers to facilitate business reviews, annual renewals, and ensure they are getting value from the software and services purchased
- Collaborate with the consulting and sales teams to identify opportunities for products or services that will help customers reach their goals, including co-selling motions introduced earlier in the customer lifecycle
- Strategically reach out to customers who may be interested in upgrading from their existing on-prem software to cloud software, generating new sales opportunities
- Convert customers from legacy perpetual billing to subscription based billing
- Coordinate with the marketing team to build customer advocacy through testimonials and reviews
- Administratively support customer renewals and orders by maintaining CRM (HubSpot, with some Microsoft Dynamics CRM exposure), executing quotes, and managing communication and negotiation with software vendors
- Connect customers with ISVs (Independent Software Vendors) as needed
- Maintain thorough, accurate CRM documentation so any teammate can pick up a customer relationship seamlessly
- Improve and contribute to high-performing sales and marketing team
Benefits
- Full-time employment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
