Customer Success Manager

Overview

We are seeking a Customer Success Manager to join our growing team!

Responsibilities & Qualifications

Position Summary

Serves as a strategic partner and liaison between clients and staff to ensure their needs are addressed professionally and efficiently. Focuses on client portfolio development, retention, and ensuring overall client success and satisfaction with products and services. Delivers value to clients by engaging in a consistent, repeatable, and scalable way, across defined segments. Pursues relationships with current accounts and seeks business expansion opportunities with current clients. Has detailed knowledge of products and services being offered and ensures that products and services consistently meet client needs. Ensures there is a clear vision of the value our partnership brings. In addition to developing relationships with clients and becoming a trusted advisor, the CSM is responsible for expansion and renewals within their client base. Performance measured by client satisfaction, retention, and expansion.

 

A Day in the Life

• Proactively manage portfolio of assigned clients by conducting ongoing health checks to measure adoption, usage, and success
• Handle the contract renewal process and identify upsell or cross-sell opportunities to increase clients' spend
• Build relationships with assigned clients and act as the voice of the clients internally
• Cultivate client promoters to build a willingness to act as a reference, build a case study, and/or provide referrals
• Achieve targeted KPIs including but not limited to client renewals, platform usage, and maintain positive NPS
• Manage client expectations by establishing a clear line of communication and anticipating potential roadblocks
• Develop proactive strategies based on client needs to increase usage
• Analyze clients' goals and objectives to ensure they're being met
• Strategize long and short-term goals to continue growth
• Review user statistics, data, metrics, and reporting
• Identify what is working well to ensure continued success
• Share industry best practices and current trends that may aid further client success
• Consistently log all client communication and activities in CRM/CS systems
• Analyze and provide data and metrics on account statuses, trends, and overall client health to management and internal teams
• Capture client feedback and share cross functionally, including tracking and submission of items to the product and development teams
• Ability to communicate with management regarding assigned client base or industry shifts, including C-level executives
• Escalate unresolved client concerns and feedback to management
• Proactively share recommendations to continually improve the quality, effectiveness, and efficiency of processes

We are looking for someone who brings

• Develop and maintain strong client relationship throughout the customer lifecycle
• Basic knowledge of platform system and tools
• Provide best practices to clients
• Strive for excellent customer service and delivery, ensuring any concerns/complaints are dealt with and responded to promptly Lessons learned are identified and shared with the relevant teams
• Engage with customer to promote software adoption and onboarding strategies
• Ability to communicate at all levels of an organization including the C-Suite
• Provides renewal sales quotations and responds to requests for proposals
• Manage book of business
• Occasionally directed in several aspects of the work
• Gaining exposure to some of the complex tasks within the job function
• Ability and willingness to travel up to 10% for client visits in the US and Canada.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

Experience:

• 2+ years Account Management, Client Success Management or Support experience
• Requires a bachelor's degree or equivalent experience
• Must have excellent analytical and problem-solving skills
• Must have the ability to work independently and handle multiple priorities and deadlines simultaneously
• Preferred experience with SaaS solutions and knowledge of the association, credentialing and/or not-for-profit industry
• LMS and/or learning and development experience preferred

Computer/Technical:

• Proficient in Office tools - Word, Excel, PowerPoint, Outlook
• Demonstrate ability to learn and understand basic office software applications
• Experience with CRM systems

Other Skills:

• Passion for client experience and success with a na