Customer Success Manager

Description

Position Overview

The Customer Success Manager (CSM) is a dynamic role responsible for ensuring Matrix's commercial customers realize maximum value from their purchased product. To achieve this, the CSM serves as an expert advisor and partner to customers, owning the customer relationship immediately following the sale, through implementation, and ongoing utilization.

Duties will include developing and refining implementation procedures and material, supporting Sales in aligning product benefits with specific customer needs, owning customer implementations of technology products, and ongoing consultation with customers to ensure the products deliver value.

This is a highly visible role; the ideal candidate is an excellent communicator, extremely outcome-focused, and customer-obsessed.

Responsibilities

Customer success & relationship management

• Strategically manage and develop customer relationships throughout their respective customer journeys
• Understand customer goals and ensure alignment with product features
• Define and track KPIs tied to retention, satisfaction, and growth
• Train customers and staff to maximize adoption
• Act as a trusted consultant from frontline staff to C-suite stakeholders

Implementation & project management

• Own the implementation of digital products at customer sites
• Coordinate timelines, risks, and deliverables across internal and external teams
• Translate customer business requirements into software configuration requirements
• Oversee customer onboarding processes
• Establish and scale repeatable implementation processes globally

Strategy & continuous improvement

• Identify product growth strategies based on customer feedback and market analysis
• Lead case studies of product activations to scale best practices across new and existing customers
• Develop policies to reduce reliance on third-party installers where possible
• Contribute to tradeshows and customer education initiatives

Requirements

Education:

• Bachelor’s degree required
• 4-year degree in engineering or a related technical discipline is preferred 

Experience:

• Experience working in fast-paced, growth-focused environments
• Strong empathy for customers, passion for driving growth through satisfying customers
• Strong track record of customer growth, retention, and satisfaction
• Education or experience with SaaS, or project management in another consumer industry required 
• Served as the liaison to third-party vendors/partners for the provisioning of custom applications for customers
• Acted as subject matter expert for digital product configuration, ensuring maximum customer benefit and activation, and ensuring timely and well-communicated deployments
• Experience owning the customer relationship from an implementation perspective required and support perspective preferred
• Build and manage processes to support global implementations
• Avid user of fitness products or consumer fitness tracking products preferred
• International product service or deployment preferred

Other Requirements:

• Proficient with Microsoft Excel, Word, and PowerPoint required
• Willingness to travel locally, domestically, and internationally required

Skills

• Ability to manage multiple implementation projects, respective timelines, and risks
• Ability to demonstrate, capture, and communicate business impact
• Has an understanding of product sales or service experience in fitness, technology, or SaaS environments
• Understands hardware and software development as well as networking
• Ability to establish and maintain effective working relationships with a diverse group of co-workers, customers, and vendors
• Effectively presents ideas and information through oral and written communication skills
• Ability to build teams and relationships through concise communication, both internally and externally
• Demonstrated practical interpersonal, verbal, and written communication skills
• Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary
• Unwavering attention to detail and commitment to world-class quality
• Ability to embrace deadlines
• Able to project a positive and professional demeanor to all internal and external contacts

Benefits:

We offer an excellent com