Commercial Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: Remote, USA

Description

YOUR OPPORTUNITYAs a Commercial Customer Success Manager , you'll serve as a blend of account management,product enablement, and customer support. Your day-to-day responsibilities involve managingand driving engagement with our customers. We pride ourselves on providing friendly, patient,and concise next-level guidance to optimize our customer’s road to success. An ideal candidatehas at least 3-5 years of experience working in customer success, enablement, program supportor account management.

WHO WE ARE
At InMoment, we #OwnTheMomentsThatMatter. We believe every moment offers a new opportunity to make an impact. In every interaction, whether it is personal or professional, we are intentional and we take deliberate action to make the lives of our families, teammates, clients, and community better. As you join InMoment and its brands (ReviewTrackers, Lexalytics, and Wootric) you join an industry-leading company that is dedicated to improving experiences and helping businesses take action through an integrated CX approach:
 

• Integrating the voice of the customer wherever they are in their journey (taking surveys, on social media or leaving reviews, calling the contact center). 
• Integrating CX technology to prioritize action and inform business decisions—through self-serve or strategic advisors.
• Integrating an AI powered approach to eliminating data silos and leveraging intelligence. 

Ultimately, we are the best at helping our clients achieve better business results and Experience Improvement (XI) with the best-in-class CX analytics & action solutions.

This person is someone we can count on to…
- own and renew a growing portfolio of commercial InMoment customers
- drive product adoption and engagement with customers through thought leadership and
proactive engagement
- serve as the project manager for implementations within your book of business
- grow your customers by identifying needs and aligning them with InMoment
products/services

Within 3 months this person will….
- understand the InMoment product suite and the customer problems they solve
- manage a portfolio of 20 customers

Within 6 months this person will…. - be an expert on the InMoment product suite- be an expert on his/her customers and their needs in CX- manage a portfolio of over 25 customers

Growth TrackBased on performance, this role has the opportunity to grow into owning enterprise customersand leadership opportunities within the department.

Who you will be working with:- This role will report to the CS Team Lead- This role will collaborate across multiple departments including customer success,product, sales, and technical support

What we need from you:- Outstanding written, verbal, and presentation skills- Ability to work in a dynamic, fast-paced environment- Excellent communication and collaboration skills

WHAT YOU'LL GAIN

• Unlimited PTO - We encourage all employees to recharge! 8 Paid Holidays + 2 Floating Holidays, Your Birthday Off, Volunteer Day, Fully Paid Parental Leave up to 18 weeks
• Medical with FSA and/or HSA (which includes an employer match up to $1,500) 
• Free starter membership to the GymPass app, with access to a network of gyms as well as full access to popular wellness apps such as Calm, Headspace, Meditopia, and Strava
• 401(k) Retirement matches dollar-for-dollar for the first 1.5%, and then 50 cents on the dollar for the next 4.5%.  There is a 2-year vesting period for the employer contributions
• Access to financial counseling through WellCents
• New Hires are eligible for benefits on the first of the month following their hire date. 
• No cost life insurance, short and long term disability
• Robust Employee Assistance Program with podcasts, training, webinars and counseling.
• Autonomy - We trust our employees and offer an extremely flexible work schedule
• Fun, innovative, collaborative and supportive working environment
• Inclusion and Diversity teams - Women of InMoment and InMovement
• Employee rewards and referral programs with generous payouts