Customer Success Manager

Summary:

Reporting to the Director of Customer Success, the Sr. Customer Success Manager will play a vital role in ensuring our clients thrive with our platform. You'll manage a portfolio of assigned accounts, focusing on building strong relationships, driving adoption, and ultimately, exceeding their expectations.

What You Will Do:

• Drive client outcomes by understanding client goals and analyzing data metrics to identify areas for improvement and proactively recommend solutions to increase adoption and satisfaction.
• Become a product expert and gain a deep understanding of our platform and its functionalities to provide expert guidance and support.
• Foster strategic partnerships and collaborate closely with Enterprise Account Managers, Product, and Engineering teams to ensure seamless client experiences.
• Build long-term relationships through conducting regular check-ins with clients, actively listening to their needs, and proactively addressing their challenges.
• Resolve inquiries and escalations by responding promptly and effectively to client requests, leveraging internal resources and processes when needed.

Requirements

Required Skills/Abilities: 

• Expert experience in consultative, value-based approach to customer success & account management 
• Ability to acquire a thorough understanding of the organization’s hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with Salesforce or related software
• Familiarity with a Customer Success Platform (i.e. Gainsight, Catalyst, Churnzero). preferred

Education and Experience:

• Bachelor’s Degree or equivalent experience
• 3-5 years in Enterprise Customer Success/Account Management role in SaaS environment
• 1-2 years in a Martech or Mortagetech SaaS company

Benefits

Our benefits include but are not limited to the following: 100% company paid medical; company matching 401(k), paid maternity and paternity leave, unlimited FTO package, ongoing professional development and certification opportunities, competitive salary, special employee discounts and health and wellness perks.