Customer Success Manager

SWEEP • Denver, CO

94d

About The Position

Sweep is hiring a Customer Success Manager, based in Denver, Colorado, to work on our enterprise climate program software. Climate change is the defining issue of our time. By empowering companies with technology that helps them manage their climate impact, we believe Sweep can make a meaningful contribution to a better future for all of us.

Requirements

• 3+ years of experience in customer success, account management, business development or a related field
• Excellent communication and interpersonal skills
• Strong problem-solving skills and ability to connect the dots
• Knowledge of CRM tools and customer success platforms, Intercom is a plus
• Experience working in a SaaS company ideally in the B2B Enterprise space is a plus
• Experience and understanding of the ESG/Sustainability industry
• Ability to develop and execute account plans for complex organizations
• Ability to lead intricate negotiations

Nice To Haves

• Proficient in French and English

Responsibilities

• Accompany customers during the Onboarding on the tool and be the primary point of contact throughout the customer lifetime
• Build strong, long-term relationships with customers by staying in constant communication
• Support customers in the deployment and adoption of Sweep, having a strong focus on efficiently resolving issues with solutions tailored to their needs
• Develop and implement onboarding, adoption, and retention plans for customers
• Be responsible for preparing renewals & upsells by identifying customer needs in close collaboration with the implementation and Sales team
• Educate customers and connect them with resources needed to achieve product use success such as our online training content, webinars, help content
• Conduct regular check-ins with customers and customer success reports to review progress and identify potential areas for improvement
• Be sure that customer issues are resolved proactively and their goals are met
• Escalate and resolve conflicts arising from negative customer experiences and/or other areas of concern as needed and proactively evade dissatisfaction
• Work closely together with the Implementation and Sales teams to create a seamless experience for our customers
• Optimize the ratio between time spent on Onboarding and implementation services, driving customer autonomy and reduce the time to value for our customers
• Work with the marketing team to develop customer advocacy programs that leverage customer success stories and testimonials
• Analyze customer data to identify usage trends and patterns and develop strategies to improve customer satisfaction and retention
• Proactively identify areas for improvement in our customer support processes and Intercom platform usage to reduce our response time and make sure customer receive timely and effective support
• Identify and promote product updates relevant to a customer’s needs, industry, usage patterns to ensure optimal use of our solution and its adoption by our customers
• Constantly monitor and improve key metrics like NPS and CSAT

Benefits

• Hybrid work model
• B Corporation status

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 101-250 employees