Customer Success Manager

Factal•Chicago, IL

1d•$65,000 - $85,000•Remote

About The Position

Factal is seeking a full-time remote Customer Success Manager in the US to focus on customer satisfaction, retention and growth. The candidate should be in the Central Time Zone, ideally in the Chicago metro area. You’ll serve as the primary point of contact for key trial and member organizations, training users, conducting product briefings and business reviews, responding to incoming customer requests, and communicating with Factal team members.

Requirements

Minimum of two years account management experience with enterprise clients
Effective and professional communication through all mediums (verbal, listening, written), including curating video walkthroughs and leading in-person meetings
Ability to develop solutions to challenging member problems
Experience asking tough questions to identify customer needs
Ability to effectively identify decision makers, influencers, end users, and other key roles
Embrace a growth mindset, working to improve customer experience
Know how to use CRM tools like HubSpot or Salesforce, and recognize the value in recording detailed notes on customer conversations
Be intellectually curious, aware of current events, and willing to embrace new technologies
Be passionate about Factal’s technology and mission
Comfortable working independently in a remote setting

Nice To Haves

Ideally located in the Chicago metro area
Occasional travel

Responsibilities

Product expertise: Be knowledgeable about the Factal platform and its various integrations. Translate lessons learned to accelerate the success of other accounts.
Training: Onboard users, explain new features, and present Factal via video calls, documentation, and in person to users of all skill and familiarity levels.
Relationship-building: Serve as the face of the company to decision-makers responsible for Factal’s progress and growth, driving renewals, expansion, and new business.
Problem-solving: Proactively resolve customer issues (technical, editorial, or user-management). Collaborate with customers to configure a Factal environment that best suits their roles, creating a customized user experience.
Advocacy: Provide insight and communicate customer feedback and product suggestions to internal teams (Sales, Marketing, Editorial, and Product).