Customer Success Manager

Customer Success Manager

Through our cloud-based SaaS application, we are helping manufacturing and distribution companies all over the world revolutionize how they do business.

We hire team members with the energy and passion to disrupt industries while becoming thought leaders themselves who bring unique talents and skills that benefit our turbo-charged company.

SourceDay is proud of the huge difference we are making in the manufacturing and distribution industries. We owe it all to our employees, so we take care of the ones who got us here. We are family, and we’d love the opportunity to learn more about you. 

Location: Austin, TX office - US
Job Description
SourceDay is the leading cloud-based software solution that automates the procurement and purchase order management process for organizations to manage their direct spend.

SourceDay is looking for an experienced Customer Success Manager. The Customer Success Manager will apply experience and SourceDay product knowledge to guide SourceDay’s mid market and Enterprise accounts to achieve their desired business outcomes. This role delivers great service in pursuit of developing trusted partnerships and delivering extraordinary experiences.

Responsibilities

• Drives success and value for SourceDay’s Mid-market and/or Enterprise accounts.
• Develops and fosters trusted partnerships with key stakeholders at various levels.
• Delivers extraordinary experiences through clear and timely communication and support.
• Establishes and maintains Customer Business Reviews with all assigned accounts.
• Creates customer advocates and champions.
• Uncovers new opportunities in the account for services, additional users, and influence inside and outside the organization.
• Becomes a key stakeholder in developing Account Expansion Plans with Account Executives and identifies opportunities for SourceDay to deliver value.
• Works across departments to proactively head off customer workflow problems and aggressively address issues when they arise.
• Actively communicate with the Technical Support team, ensuring customer issues are being communicated and escalated appropriately.
• Regularly engages with SourceDay’s Product Management and Marketing teams, communicating customer information and insights from the enterprise, business unit, project, and end-user level, especially as it relates to customer workflows and processes.
• Provides internal product and concept input, feedback and validation.
• Connects key customer contacts to various internal departments for product and concept input, feedback, validation, industry perspectives, marketing content, etc.
• Ability to Travel (up to 10%)

Qualifications

• 3+ years experience working in SaaS Customer Success, serving mid-market and/or Enterprise customers 
• Managed mid-market or enterprise book of business (2.5MM+)
• Experience at a fast-growing startup is a plus
• Stront multi-tasking and change management skills
• Ability to manage influence through persuasion, negotiation, and consensus building 
• Strong empathy for customers
• Deep understanding of value drivers in recurring revenue business models 
• Analytical and process-oriented mindset 
• Demonstrated desire for continuous learning and improvement 
• Excellent communication and presentation skills 
• Handle ambiguous situations well
• Relevant Bachelor’s and/or Master’s degree
• Supply chain experience preferred

*Local candidates only