Customer Success Manager

About the Role

As a Customer Success Manager, you will assume responsibility for the customer relationship post-sale; maintaining a high customer retention rate, improving customer engagement and driving deep utilization of Wholesail’s features. Your activities will be a key driver of several business metrics including revenue, transaction volume, customer satisfaction, and retention. You will be the project manager and main point of contact for new customers to provide a white-glove onboarding experience in partnership with our technical support team, who handle the more technical aspects of onboarding.  Post-Launch you will be responsible for the engagement of the customer through periodic account reviews, meetings to discuss product questions and feedback, and responsible for customer inquiries.  

You Will:

• Encourage deeper utilization of Wholesail’s features to increase how many customers pay our vendor partners online through Wholesail.
• Ensure customer satisfaction and consistently strive to up-level their experience using Wholesail.
• Present customized training sessions for users of Wholesail’s products, primarily online and occasionally in person.
• Develop and execute strategic plans for account growth in key company metrics.
• Consistently over-achieve quarterly revenue targets and product adoption by customers.
• Listen to the needs of the market and share feedback with the sales and product development teams.
• Understand and adapt to ongoing product and technology developments.
• Analyze internal reports and customer feedback to look for opportunities to drive further adoption of features and payment volume.
• Point person for customer-facing onboarding. 
• Work closely with sales, product, and support to rollout new feature adoption.

Required Experience & Skills

• 2 years minimum experience in a proactive customer-facing role such as Account Management / Customer Success with a proven track record of meeting and exceeding quotas and supporting small to medium size customers.  
• Skilled at presenting new points of view to customers that reframe and challenge the way they view their business.
• Builds relationships with customers that are based on trust and support while also balancing the ability to drive results from a sales angle.
• Aptitude for gathering and using data to inform and persuade others to make business decisions.
• History of deep product knowledge on products supported.
• Highly organized with excellent written and verbal communication skills.
• Curious nature with a desire to learn new skills and master new tools.
• Self-motivated and able to perform well under pressure and against bold goals and deadlines.
• Strong collaboration skills and experience working with other departments to recommend and implement the best path forward for a customer.

Bonus Experience

• Accounting or bookkeeping experience (or related degree). 
• Team member of an early stage startup.
• Experience with accounting software (e.g. QuickBooks, NetSuite, etc). 
• Experience with key tools for the job: Google Business Suite, Zoom, Salesforce
• Experience in the hospitality industry.
• Four year college degree.

Benefits

• Work with experienced tech startup founders and a customer-centric team.
• Full-time base salary, bonus, and stock options. 
• Medical, dental, and vision coverage.
• Travel, meal, home internet and phone stipend.
• Flexible paid time off.
• Parental leave.