Customer Success Manager

The Customer Success Managers are essential for ensuring that customers not only stay satisfied with a company's products or services but also achieve their desired outcomes. By proactively addressing customer needs and building strong relationships, CSMs contribute to customer retention, loyalty, and the overall success of the business.

OUTCOMES

• Account Engagement: 
• Proactively building & maintaining customer relationships.
• Understanding, documenting, and updating customer goals, challenges and outcomes throughout the entire customer lifecycleUsing data to develop customer strategies and recommendations.
• Identify growth opportunities and nurturing advocates.


• Problem Solving: 
• Gathering and acting on customer input and requests.
• Addressing customer issues promptly.
• Owning cross-functional efforts to address customer’s needs and issues.
• Coordinate relevant internal stakeholders for all critical client interactions (support, sales, etc.)


• Customer Outcome Realization:
• Partner with customers to enable them to be agents of change. 
• Help your customers create change within their organization by providing them with the appropriate 15Five/industry resources. 
• Assisting the customer in creating and fulfilling their outcomes by utilizing the 15Five platform and services.
• Co-creating, updating, and distributing the Outcomes Plan.

COMPETENCIES

• Customer Outcomes Focused: Strategic approach that prioritizes and centers around achieving specific, positive results or benefits for the customer. Shifts the focus from merely selling or providing a product or service to ensuring that the customer achieves their intended goals, experiences success, and gains value from the offering. Ability to populate and drive adoption of Customer’s Outcomes Plan
• Strategic Thinker: Possesses specific qualities and engages in behaviors that go beyond day-to-day tasks, focusing on the long-term success of both the customers and the company.
• Strong Business Acumen & Executive Presence: Utilizes a set of skills and understanding to make strategic decisions and execute initiatives that drive customer success while aligning with the company's overall business objectives. Ability to exude professionalism, confidence, and leadership qualities that are influential and impactful when engaging with senior leadership, both within the organization and among customers.
• Self-Direction: Ability and initiative to work independently, take ownership of tasks and responsibilities, and drive one's own success in delivering exceptional service and support to customers. 
• Collaborator: Working effectively with various internal teams to ensure that customer success is a shared responsibility and achievement within the organization. Driving the mantra of working together toward a common goal of delivering value to the customer and driving overall company success. 
• Interpersonal skills: Communication (verbal, written and active listening), Relationship Building, Negotiation, Conflict Resolution, Adaptability, Customer Advocacy, Positive Attitude, Time Management

DESIRED EXPERIENCE

• 2+ years of experience in Customer Success, Account Management, Consulting, or another customer-facing role, preferably in a similar role at a startup with SaaS-based solutions
• Experience with success/outcomes planning and holding customers accountable to taking action
• Executive presence and ability to influence and challenge executive stakeholders
• Deep understanding of value drivers in recurring revenue business models
• Ability to work cross-functionally and partner with other departments to best serve the customer
• Excellent verbal, written, listening and presentation skills
• Familiarity with goal setting frameworks (i.e. the Objectives and Key Results methodology)
• Domain knowledge in the performance management space and previously partnering with HR/People Ops stakeholders
• Experience with Salesforce.com, ChurnZero, Gong, Slack, and Salesforce.com integrated products

HOW SUCCESS WILL BE MEASURED

• Input metrics:
• # of logged calls
• # of Outcomes Plans Delivered
• # of ATL calls logged
• Check Ins Completed on time


• Output metrics:
• Movement in Maturity Model (ie % ARR in level 1+ increases each quarter for Team’s Book of Business)
• Hitting and exceeding Team’s Book of Business GRR quarterly goals

About 15Five
15Five is the holistic performance management company. 15Five equips HR teams with a complete platform solution to improve manager effectiveness, drive high performance and engagement, and increase retention. 15Five’s easy-to-use software, coaching, manager trainin