Customer Success Manager (CSM)

Tightrope Media Systems•Minneapolis, MN

2d•Remote

About The Position

At Carousel Digital Signage we create spaces that make people feel welcomed, informed, and connected, and we want our customers to feel the same way about their relationship with us. The Customer Success Manager (CSM) is the trusted advisor and main point of contact for our customers who will assist and guide the customer through all aspects of the customer’s lifecycle. To Carousel’s customers, the CSM is a trusted advisor and guide to achieving their core project objectives and finding new and fresh ways to communicate with their audience. They assist the customer from onboarding all the way through quoting and executing each renewal. Internally, the CSM is an advocate for customers and brings their voice back to the organization in a constant desire to improve the products and services we deliver. The CSM is a solutions-oriented person who enjoys helping others solve their problems. They’re smart, curious, collaborative, and proactive. The CSM is driven by a desire to help customers achieve their goals with our products and services and continue to see value throughout the relationship. The CSM strives to retain the highest level of customer retention possible.

Requirements

Solid customer communications skills
Ability to develop trusted relationships with various levels of an organization
Strong written and verbal communication
Attention to detail
Team-orientated
Facilitation skills
Adjustable self-starter, willing to tackle challenges head on
Experience working in a SaaS environment
Superb self-focused time management skills

Nice To Haves

Become familiar with the Carousel Cloud product and its core use cases through the use of our training offerings and participating in customer demonstrations, onboarding calls, and account reviews.
Begin exploring basic usage of the Carousel Cloud interface for updating and interacting with channels and creating bulletins.
Develop a familiarity with Carousel’s CRM, quoting tools, and other associated customer management tools and basic tasks.
Begin taking over day-to-day account management tasks and communicating with customers via standardized workflows.
Start quoting renewals and expansions for customers.
May begin assisting with Account Reviews and customer onboarding consultations.
Begin taking full ownership of a subset of accounts at the guidance of your direct manager.
Run customer calls, as necessary.
May perform account reviews.

Responsibilities

Facilitate best practice onboarding meetings with new customers based on customer specific goals.
Engage and ensure all customers have the resources they need to be successful.
Develop and maintain long-term relationships with stakeholders and end users.
Lead customer account review meetings to ensure the account is still meeting customer needs and identify expansion opportunities.
Engage with customers strategically during their journey to keep a pulse on customer needs.
Engage with customers as renewals approach to address any issues prior to renewal.
Quote renewals and plan changes for direct customers.
Facilitate and quote expansion opportunities.