Manager of Customer Success

Right Networks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning around-the-clock US-based support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms and technology companies. More than 10,000 accounting firms and 60,000 SMBs count on us to run their business every day.

We have a great team, we’re growing fast, and have a winning culture based on innovation, teamwork, and mutual respect.

Job Overview

The Manager of Customer Success will lead the Accounting & Tax Success team which builds and maintains relationships with high value customers, uses data to improve customer experience and reduce operating expenses and churn, and owns the onboarding process for all new customers. All of these are done with the intent to match our value to customer needs, leading to higher retention and higher customer satisfaction. This role will also be tasked with building out and maintaining a variety of account health evaluations. By deciphering trends, interpreting data, and using survey tools and other data the role will lead the team, first by example, on evaluating customer success across the client base.

This is a remote work position.

Responsibilities

• Analyze data to identify opportunities to improve all aspects of the business including reducing churn, improving net promoter score and increasing engagement
• Establish deep professional relationships with key customers
• Determine customer’s needs to find ways to match that to our value proposition
• Work with customers on identifying and driving successful business outcomes
• Assist other departments with customer feedback or outreach as needed
• Work with customers to understand their internal process and help to streamline using our product suite
• Proactively monitor behavior and performance and identify opportunities to add value
• Be the voice of the customer
• Meet with team to guide them in large account management
• Build and maintain data driving methods for evaluating needed calls to action
• Oversee customer retention programs
• Report on data trends impacting client satisfaction and improvement needs, including revenue changes, usage trends, and supply load changes
• Develop one to many methods of driving customer value
• Coordinate client onboarding and onboard satisfaction

Requirements

• Excellent analytical and problem-solving skills, ability to use data to form programs aimed at making progress towards strategic goals
• 5+ year of customer service and management
• Excellent written verbal, decision making, presentation, and organization skills
• Strong multi-tasking and time management skills
• Experience with Salesforce
• Knowledge of the accounting industry and software products
• Understanding of Right Networks technology and account-level/user-level management

Benefits

To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off. We are proud to be an Equal Opportunity Employer!

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.