Customer Success Manager

Optery, Inc.

82d • $100,000 - $150,000

About The Position

The Customer Success team is primarily responsible for facilitating strong and value-oriented customer relationships, driving customer growth through expansion and upsells and for customer retention. Optery is looking for a Customer Success Manager that will be responsible for managing a portfolio of business while driving adoption and retention and as well as acting as a point of escalation. The Customer Success Manager is the main point of contact for our enterprise customers and is responsible for coordinating, interacting, and working with cross-departmental teams to ensure customers realize their business outcomes with Optery.

Requirements

• 4 year college degree
• At least 3+ years of experience as a Customer Success Manager at a B2B SaaS company
• Experience reporting CSM metrics and working with CSM KPI’s.
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service Excellence, Negotiation and Influencing skills
• Ability to switch gears quickly and adapt to change effectively
• Familiarity with sales process, upselling and maintaining / exceeding goals
• Willingness to be a hands-on contributor.
• Excellent communication skills, including issue tracking, triaging and crisis management
• Ability to manage multiple projects simultaneously and operate in a fast-paced, high-velocity environment
• Proficient interpersonal, verbal, and written communication skills with high comfort level speaking on webinars, customer meetings, and potentially some industry events
• Ability to establish rapport and credibility with other leaders across the company and influence people in various areas and levels of the organization
• Critical thinking skills to help with analysis of business, market, and competitive trends.
• Some travel may be required
• Highly organized - you’re driven to be efficient and effective.
• Collaborative and independent - you thrive while working with others but can also buckle down and get things done without a lot of oversight
• Skilled in Hubspot, Google Suite, Microsoft Office, and managing multiple products or interfaces

Responsibilities

• Build and maintain strong relationships with assigned customers through regular check-ins, ensuring high customer satisfaction.
• Proactively identify and address potential risks, such as product issues or underutilization, that may lead to churn.
• Monitor customer health scores and take action based on data-driven insights.
• Implement feedback loops with customers to continuously improve the value they derive from the product.
• Identify and nurture upsell and cross-sell opportunities within the customer base.
• Regularly review customer accounts to identify expansion potential, offering tailored solutions to increase product adoption.
• Conduct quarterly business reviews (QBRs) with customers to assess their satisfaction and alignment with strategic goals.
• Develop customer success plans that outline key metrics, milestones, and success criteria for customers.
• Encourage and facilitate customer participation in case studies, testimonials, or reference programs.
• Leverage customer health metrics to prioritize accounts requiring additional attention or engagement.
• Drive the adoption of new product features and updates to enhance the customer’s experience and outcomes.
• Proactively manage the renewal process, ensuring that contracts are renewed on time and with the best possible terms.
• Collaborate with the customer and internal teams to discuss renewal pricing, contract modifications, and upsell opportunities during the renewal cycle.
• Monitor renewal dates and contract details to ensure a smooth and seamless renewal experience.

Benefits

• $100K-$150K base + 15% on target bonus
• Competitive equity
• Great health, dental, and vision insurance
• 401k program with employer match
• Paid time off policy
• Stipend for home office setup

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees