Customer Success Manager

Job Title: Customer Success Manager

Location: United States - Remote 

 

THE OPPORTUNITY:

Although we’re proud of our history, we’re even more excited about the future. We want to create a world-class culture and company that attracts, develops, engages and retains elite talent.

At Salesloft, our Customer Success Manager will be pivotal to our company’s success. You will be a key member of our fast-growing and high-performing Customer Success Organization acting as the go-to resource for our valued customers.

On a day-to-day basis, you will be responsible for ensuring successful product adoption and retention of key customers in the business. Specifically, you will:

• Effectively manage immediate escalations alongside long-term project plans.
• Organize workload and daily/weekly responsibilities in accordance with customer data points and situational context.
• Align with account teams to prioritize actions within your book of business.
• Pair pre-built resources with bespoke next steps that are relevant to the customer and their business objectives.
• Leverage tools to evaluate customer utilization patterns and provide relevant next-step recommendations.
• Share foundational sales engagement insights and best practices with an emphasis on how to execute those practices using Salesloft.
• Leverage and tailor scaled success plans Proactively reach out to customers to offer data-driven recommendations on best practices to help them increase their ROI with SalesLoft. 
• Leverage scaled touchpoints to drive ROI across your entire customer base as well as take a more consultative approach to a subset of your highest ARR accounts.
• Lead business reviews  with key stakeholders (including C-Level) and deliver detailed success plans to help customers reach their business objectives and monitor progress.

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to build long-term, trusted relationships with key executives and influencers with a subset of your customers.  You will own, drive, and affect change for your customers by having an obsessive focus on their outcomes. Daily you’ll focus on driving customer adoption through strategy calls and customized business reviews at the executive level.  The goal is to be the ultimate storyteller in showcasing the compelling impact on your customers' business made possible by their use of Salesloft. Remember, you are the quarterback of the customer experience and you will have an opportunity to make a difference. 

 

WHAT WE’RE LOOKING FOR:

We are seeking an experienced customer-facing professional who will engage, retain, and drive our customers' understanding of Salesloft product offerings working strategically with sales, cs, and leadership (both internally and with the customer). You will be measured on the retention, expansion, activities like business reviews and success plans, and the happiness index of a book of business (Salesloft’s customers). 

If you’re looking for an opportunity to learn more, do more, and become more, then becoming a Customer Success Manager is the career path for you!

 

THE TEAM:

Our Salesloft’s team is comprised of seasoned and up-and-coming Customer Success professionals who are all aligned on one vision and mission:

• Vision: Every seller is loved by the buyers they serve (#saleslove)
• Mission: Equip companies to maximize revenue by creating a fantastic buying experience

The Customer Success team consists of 30 some team members who develop and maintain a deep understanding of the customer’s business drives, goals, and steer activities to align with these initiatives. They act as a liaison between internal teams to ensure customer needs are being met, partner with sales to define and achieve customers’ success criteria, and demonstrate ROI and ensure customers renew the Salesloft Product Suite.  We strive to ensure customer satisfaction through inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer.

They are also the epitome of our core values: Put Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

 

THE SKILL SET:

• 2+ years of experience in a Customer Success role
• 1+ years of experience using the Salesforce CRM. Must have an intermediate to expert knowledge of Salesforce CRM components such as leads, activities, contacts, opportunities, and reporting. (Salesforce Admin Certification is a plus!) 
• Previous experience in a SaaS/Technology company or fast-growing start