Customer Success Manager

Job Title: Customer Success Manager As a Customer Success Manager, you will play a vital role in ensuring our clients achieve their desired outcomes and experience exceptional service. You will be a strategic advisor, guiding our customers through their journey with our software solutions. Your responsibilities will encompass project management, product expertise, and business advisement. Key Responsibilities: 1. Lead Onboarding Efforts:
- Manage the onboarding process for assigned customers, ensuring a seamless transition to our platform.
- Conduct meetings and demonstrations to introduce customers to the software and its features.
- Provide guidance on prioritizing features and best practices for successful implementation.
- Perform software configuration and identify needs for professional services when required. 2. Foster Customer Adoption and Success:
- Utilize CRM and tracking tools to document client-related information and share updates with relevant teams.
- Monitor end-user adoption and provide support to troubleshoot any issues that arise.
- Analyze customer data and health metrics to devise strategies for improving adoption and maximizing value.
- Share customer feedback with cross-functional teams to drive product enhancements. 3. Measure Customer Outcomes and Build Advocacy:
- Maintain high Net Promoter Score (NPS) and Customer Satisfaction (CSAT) response rates for your accounts.
- Understand and track customers' business goals, helping them measure return on investment (ROI) and value.
- Establish trusting relationships with customers, ensuring confidence in our ability to support their success.
- Identify and promote customer advocates for case studies, references, speaking engagements, and press opportunities. 4. Manage an Account Portfolio:
- Oversee a portfolio of customer accounts, with targets for expansion and retention.
- Conduct periodic virtual and on-site meetings with customers to strengthen relationships.
- Prepare and lead business review meetings to capture customer feedback and identify value creation opportunities.
- Escalate and triage scenarios within your portfolio, working closely with the management team to reduce churn.
- Drive increased Customer Lifetime Value, Net Revenue Retention, and Customer Satisfaction for your accounts. Qualifications: - Experience demonstrating software or technology to users with varying levels of technical expertise.
- Proven ability to rapidly learn, apply, and train new technologies, as our processes and tools evolve continuously.
- Obsession with creating exceptional customer experiences.
- Excellent communication and presentation skills.
- Skilled at asking insightful questions and providing guidance related to business operations, technology, and reporting.
- Ability to effectively influence, communicate, and negotiate purchases, as you will manage renewals and expansions.
- Experience managing multiple customer engagements with diverse stakeholders across various locations, leading to successful and timely outcomes.
- Familiarity with CRM platforms, usage analytics, and ticketing systems.
- 4+ years of experience in SaaS software, including support, onboarding, services, or project management roles.
- Demonstrated success in fast-paced, rapidly changing environments.
- Attention to detail and a process-oriented mindset.
- Proven experience analyzing trade-offs between customer needs and resource and technical constraints.
- Analytical and problem-solving skills. If you're passionate about creating positive change, nurturing customer relationships, and driving innovation in the human services industry, we encourage you to apply. Join our mission-driven team and contribute to empowering communities and shaping the future.
Employment Type: Full-Time
Salary: $ 60,000.00 70,000.00 Per Year