Lead post-implementation customer onboarding, drive product adoption, develop strategic success plans, perform business reviews and on-site visits, resolve escalations, and partner with Product and Engineering to ensure retention and renewals.
Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters within our install base. As a Sr. Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement, and help improve business processes to ensure overall customer success.
- Become a product expert, including the technical workings and practical business application.
- Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
- Develop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
- Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
- Keep customers informed of process and procedural changes.
- Manage the resolution of escalated customer issues.
- Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.
Requirements
- Demonstrated success managing customer relationships in a B2B SaaS company
- Demonstrated capability to identify and mitigate risk.
- 8-10 years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience.
- Experience working across multiple internal teams to resolve customer issues quickly and effectively.
- Bilingual proficiency in English and Spanish (written and verbal) is required.
- A team player capable of high performance and flexibility working in a dynamic environment.
- Travel expectations – 10%.
Benefits
- Join a dynamic, growing company that is well respected in its industry.
- Competitive salary
- Health plan options include medical, dental, & vision
- 401k + company match
- Flexible PTO policy plus company-paid holidays
- Benefits include life insurance, pet insurance, discounts and perks programs
- Generous one-time “work from home” stipend to get you started
- Team events, including monthly lunches for everyone, volunteer outings, and quarterly gatherings
- Hybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, office
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