Customer Success Manager

At its core, the Customer Success Manager’s job is to ensure that our customers have a positive experience with GRIN by providing onboarding, ongoing guidance, and support throughout all phases of the customer lifecycle. The CSM serves as the primary point of contact for our customers, advocating for their needs and driving initiatives to enhance their overall experience. The CSM is chiefly responsible for driving post-sales customer adoption and success, with the ultimate goal of helping customers achieve their desired outcomes and renew. 

Primary Responsibilities 

• Onboarding: Lead the onboarding process for new customers, ensuring a smooth transition to our products/services. Partner with internal teams (Implementation, Professional Services, etc.) to expedite time-to-value. Provide training and guidance to help them get started effectively. 
• Account Management: Develop a deep understanding of each customer’s goals, challenges, and needs (utilizing the CRS and EBR framework). Track progress and ensure alignment with customer objectives. Proactively manage customer accounts, serving as a trusted advisor and advocate. 
• Retention and Upselling: Identify opportunities for upselling additional products/services to existing customers. Monitor contract renewals and proactively engage with customers to secure renewals. Develop strategies to reduce churn and increase customer lifetime value. Represent BoB in Critical Account Review (CAR) meetings. 
• Customer Engagement: Regularly engage with customers through calls, emails, and virtual meetings to maintain strong relationships. Follows customer engagement guidance/tiers. Address any concerns or issues promptly and professionally (SLA of 1-2 business days). 
• Product Knowledge: Maintain expert knowledge of our products/services to effectively communicate their value and benefits to customers. Stay updated on industry trends and competitors. Provide creative solutions to customers on program strategy and recommendations. Successfully sells GRIN’s value. 
• Reporting and Metrics: Manage time efficiently to prioritize needs of customers while attending to daily tasks. Maintain accurate records of customer interactions and outcomes in SFDC. Prepare and present metrics/KPIs to managers in weekly meetings. 

Qualifications

• 2-4 years in SaaS (software-as-a-service) Customer Success
• SaaS experience required
  • B2B sales or marketing experience preferred 
  • B2B Influencer Marketing or eCommerce experience preferred
• Salesforce experience 
• Self-motivated and able to thrive in fast-paced, changing environments ability to utilize open questioning and active listening to understand customer goals
• Well organized with exceptional attention to detail