Customer Success Manager

OVERVIEW

We are seeking a highly motivated and experienced Tech Touch Customer Success Manager to join our team. In this role, you will be responsible for managing a portfolio of customers and ensuring their success through the use of our technology products. You will work closely with our customers to understand their needs and provide solutions to their problems. 
 

OPPORTUNITY HIGHLIGHTS 

• Develop and maintain relationships with key stakeholders within customer organizations 
• Create and implement strategies for customer retention and expansion through Tech-Touch methods 
• Collaborate with cross-functional teams to ensure customer satisfaction and success 
• Utilize one to many communication strategies to drive end-user engagement, maximize product adoption, and deliver proactive renewal reminders for up to 1,000 accounts 
• Manage short-term customer engagements based on service model and customer segment, including administrator training, recommending customer platform optimizations, and providing guidance on deployment, migration, program launch, and program success. 
• Iterate on the tech touch program by developing cadences of value-driving “tech touches” across the customer journey: onboarding, adoption, impact, expansion/renewal 
• Identify repeatable strategies, build upon existing playbooks, and develop customer content and communications to drive adoption and renewal growth and to mitigate risk 
• Connect with and assist customers when they fall out of tech touch cadences 
• Monitor at-risk customers through usage, reporting, and analytics 
• Use data and analytics to identify trends and opportunities for improvement in customer success 
• Develop and/or facilitate “1: many” solutions including customer community events, information sessions, recorded or written content, webinars, office hours, and training sessions to drive adoption, satisfaction, and cultivate expansion opportunities 
   

SKILLS & QUALIFICATIONS 

• Bachelor’s degree in a related field. 
• 2-3 years of experience in customer success, account management, SaaS product support, renewals, or related experience, preferably within a Tech-Touch environment. 
• Laser-focused on providing a differentiated customer experience, driving outcomes, resolving any satisfaction issues, and maximizing all forms of customer engagement to drive revenue retention and growth. 
• Strong analytical skills and ability to use data to make informed decisions. 
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities. 
• Passion for technology and customer success 
• Experience with project or program management 
• Proficiency in Excel, experience using a CRM (SalesForce preferred) and sending purchase orders via tools like DocuSign. 
• Data-driven, with the ability to analyse large volumes of customer usage data to identify trends.
• Passion for process-improvement, with the ability to uncover gaps in processes and opportunities for standardization.
• Collaborative and enthusiastic about working cross-functionally with multiple teams
• Quick learner who picks up new technologies with ease
• Comfort with tools including Slack and/or Intercom preferred 

  OUR VALUES:

  WE ARE PASSIONATELY COMMITTED TO LEADERSHIP, LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR CUSTOMERS AND EACH OTHER AS

  • ONE TEAM
  • OPEN AND RESPECTFUL
  • CURIOUS
  • READY
  • TRUE