Customer Success Manager

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are a fast-growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States, and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.

The Customer Success Manager (CSM) is a strategic and supportive partner for their assigned customers. The CSM is responsible for developing and maintaining existing and new customer relationships while leading the customer to full adoption of Actionstep products to ensure customer success and long-term customer retention. As a tenacious and empathetic expert, the CSM proactively engages in the day-to-day management of their accounts, including strategic account planning and customer success issue resolution.

Reporting to the Global Director of Customer Success, the CSM is social and analytical, possess an aptitude for learning and using new software, and is able to communicate clearly and effectively.

Who you are:

Compassionate: you can mediate, counsel and empathize with both internal and external teams to ensure customer expectations are managed while validating different experiences.

Curious: you want to find the answers and will work all the angles to get it done. You go above and beyond with in-depth research and evaluation to solve complex problems.

Principled: you have an ability to build credibility and trust by understanding and addressing customer requirements

Results-focused: you like to check things off your list and have a bias for action, using your decision- making prowess to make decisions quickly and solve problems.

Detail-oriented: you zoom in on the important facts and connect the dots between seemingly unrelated items.

Collaborative:

Cool under pressure: you know how to focus and keep your eye on the results

What you will do:

Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternative solutions tailored to individual needs.

Serve as the primary interface to manage and resolve any critical situations

Serve as an Ambassador, educating customers on the capabilities of ActionStep to ensure they are leveraging ActionStep effectively and finding value in our services

Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.

Proactively drive accounts with minimal oversight.

Be a customer advocate while capturing customer feedback and reporting requests to key ActionStep stakeholders

Meet regularly with customers in person.

Identify, prioritize and communicate product/service updates that reflect customer requests, working closely with Enablement, Sales, Support, Billing, and other teams to ensure an exceptional customer experience

Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.

Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization

Facilitate quarterly business reviews (QBR's) with all assigned accounts 40+

Maintain a revenue base by managing account retention and renewal

Drive upgrade revenue through increased product adoption and increased usage

Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth

Update and maintain Customer Success database (Churn Zero) with the most relevant account details

The KPIs you will own:

• CSAT (Customer Satisfaction) for Customer Success interaction
• Increase of NPS (Net Promoter Score) (owned with the Customer Team Organization)

• Customer churn percentage (owned by the Customer Success Organization)
• CHS (Customer Health Score)

Requirements

What you will bring:

• 2+ years of experience in a Customer Success, Consulting or Sales related field

• Confident, high energy, self-motivated and a true team player
• Creative thinker, strategic and proactive
• Ability to effectively communicate through all mediums (virtual, verbal, listening, written).
• Strong aptitude for technical software products
• Ability to build credibility and trust by understanding and addressing customer requirements

• Proven track record of sustaining & growing complex relationships
• Proven ability in customer retention, presentation skills, and ability to work independently to deliver customer success.
• Exceptional client management and communications skills
• Experience working with senior and executive level customer contacts

Things that will give you a head start in the role:

• Accounting / trust accounting knowledge
• Exposure to the legal industry (working with lawyers and law firms)
• A strong understanding of technical vernacular in order to effectively communicate with customers and internal teams.
• Experience working with Microsoft Teams, Churn Zero, Fresh Desk, Zoom, Azure

Benefits

Join our inspirational working environment!

• Wear what you like to work.
• New office in Union Station.
• Unlimited PTO.
• Take your birthday off.
• Weekly socials and frequent team building events.
• Relaxed and friendly team.

• Fantastic career development opportunities.
• Great health benefits and 401K

Salary range from $80,000 to $100,000