Customer Success Manager

About the position

We're looking for a Customer Success Manager to join us here at Sign In Solutions. As our Customer Success Manager, we are looking for someone with a background in enterprise customer relationship management, dedicated to providing impactful solutions that result in highly successful accounts enabling strong adoption, renewal and upsell. This is a hybrid role (3x/week in the office) based in Charlotte, NC or St Petersburg, FL.

Responsibilities

• Proactively drive key milestones and outcomes as outlined by the customer and in alignment with the program framework
• Consistently execute against the defined account processes within the defined program scope
• Identify gaps that impact the customer experience, document them, and recommend potential resolutions
• Advise customers in the build and testing of their use case
• Deliver a superior onboarding experience to the customer by setting and meeting expectations
• Mitigate risks proactively to ensure timely execution
• Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting
• Engage with cross-functional teams as needed to complete customer projects and/or drive program initiative
• Interface with VP and C-suite executives, both internally and externally, and make product and/or use case recommendations
• Stay current on product features and functionality, platform changes, and partner technologies by attending enablement sessions, product release meetings, and other enablement activities to improve product knowledge
• Contribute to the growth and evolution of the team by sharing customer and/or industry insights during meetings and driving new ways to improve the customer experience and/or drive better enablement for adoption

Requirements

• 5+ years of experience in a customer relationship management role in a B2B SaaS based environment
• Previous experience working with enterprise level accounts delivering exceptional customer advocacy and advisory
• Ability to develop and deliver messages and presentations to technical and non-technical audiences
• Strong verbal and written communication skills
• Ability to properly set expectations with customers
• Listen and understand the customer's business problems/objectives and leverage product knowledge and experience to provide the best recommendation to meet their needs
• Ability to multi-task and manage a high volume of customer projects
• Meet deadlines for customer engagements and deliverables
• Leverage applicable systems and processes to manage customer projects
• Timely and consistent documentation of project history and key deliverables