Encourage curiosity. Keep improving. Be enthusiastic. Stay humble. Celebrate successes. Always be respectful & positive. Customers’ success is our strength. Our values are not just bullet points; we do encourage prospective talents to browse our SpotMe Playbook.

These are the values the people of SpotMe carry with them every single day, it makes us who we are. It empowers us to continue our impressive growth since our founding in 2001.

Headquartered in Lausanne, Switzerland with additional offices in the Big Apple (New York), The Windy City (Chicago), Sofia, and Singapore we operate on a global scale with over 160 employees bringing our Engagement Platform to clients such as Red Hat, Pfizer, L’Oréal and PwC. Our people, together with amazing business advisors and consultants, create collectively the culture of the company that makes our team truly world-class.

We are on a mission. We are redefining how our clients engage with their audiences - whether that is engagement with customers, new talent, or their current workforce. Just as the playing field of our clients is constantly changing, at SpotMe you will deal with a dynamic environment as well. We embrace change and we’ve been recognized for it. As a testament to our growth, we were named a key growth player by G2 and Forrester. 

 
The opportunity:

We are looking for high-energy Customer Success Managers who will serve as client advocates and enable our customers to create apps by leveraging our platform to its fullest extent. Our Customer Success Managers will drive customer onboarding, maximize adoption, and ensure swift resolution of challenges. This position reports to the VP Customer Success.
Responsibilities:

1. Drive customer success outcomes

• Act as the primary point of contact to platform customers, being the trusted partner for the customer on use cases and product functionality
• Support customers to maximize platform usage and exceed their business objectives, including reach, engagement and automation
• Identify upsell opportunities and work collaboratively with Account Managers and Account Executives to promote SpotMe across the client organization; deliver success plans to customers
• Promote the latest product features and releases
• Support client renewals and adoption of new products
• Manage high-level queries related to performance, compliance, technical and feature requirements, quarterbacking experiences by SpotMe teams on behalf of the customer
• Closely monitor and drive adoption rates and support account growth; ensure license utilization targets are achieved

2. Manage customer success activities

• Manage successful onboarding for assigned customers
• Oversee and manage technical aspects of platform implementation together with Solution Architects
• Provide high-level product and platform training to newly onboarded customers; develop first-class training support and material
• Identify and establish customer success objectives and KPIs; conduct regular data-driven business reviews to ensure customer satisfaction
• Act as the Voice of the Customer and provide feedback to SpotMe product management, professional services, sales and marketing teams
• Work hand-in-hand with the support team to streamline issue resolution and improve customer satisfaction 
• Track, analyze and report key client data point and indicators in various customer success systems

Requirements:

• 3-5 years proven experience in a SaaS environment, ideally in a Customer Success role or equivalent
• Track record of acting as a trusted advisor to enterprise clients
• Ability to understand customer needs and translate them to different audiences; communicate and influence at all levels of the organization (leadership, services, sales, marketing, product, and engineering)
• Courage to handle difficult discussions and patience to build consensus among multiple stakeholders
• Ability to process and interpret customer information such as product utilization data and customer requirements to help drive adoption
• Good listener while balancing SpotMe and clients’ interests
• Ability to work effectively under deadlines and juggle several assignments simultaneously
• Curiosity and desire to learn and grow
• Excellent professional written and oral communication; proficient in English