Customer Success Manager

We’re specifically looking for a customer success lead who will educate our top clients on how best to utilize our platform's features & services & support them in developing solutions to their issues.

Apply Now

As a key member of our team, you will help craft the company's customer success strategies and build relationships with customers to deliver consistently excellent customer experiences. Our ideal candidate is a “people-person” who is passionate about using analytical skills to identify problems, find solutions, and improve relationships (aka - make someone's day!). To succeed in this role, you should have relevant customer service & success experience.

Objectives of this Role

  • Provide Zoom Kick-Off/onboarding platform training to educate new Advanced customers
  • Help drive continued value of our products and services through recommended articles, guides + upsell opportunities
  • Provide Zoom check-in, support, success strategy calls to assist clients with solving problems & increasing platform adoption
  • Communicate effectively with both internal departments and external clients to understand customer needs, maximize retention and growth, and communicate learnings
  • Maintain existing customer success metrics and data as directed

Ongoing Responsibilities

  • Serve as day-to-day primary contact for Advanced customers via chat & email for requests, building trust and rapport while identifying areas of opportunity, highlighting best practices, etc
  • Document, track & follow-up on Zoom calls/interactions
  • Track & report on client & internal metrics
  • Documents client feedback/requests/issues
  • Prepare necessary documentation or visuals for clients
  • Work with the sales, marketing, technology, and leadership teams to identify the ideal customer, share client feedback/requests, share customer references and develop case studies

Required Skills and Qualifications

  • 3+ years of experience in communications, marketing, sales, account management, or customer service
  • Strong and professional verbal and written communication
  • Basic tracking, analytics, reporting & project management skills
  • Analytical and process-oriented mindset
  • Comfortable working across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities
  • Strong organization & time management skills
  • Able to effectively handle a number of diverse and complex problems at the same time
  • Maintains a positive mindset & attitude

Preferred Qualifications

  • Bachelor’s degree
  • 5+ years of customer service experience a plus

Salary Range

  • $50-$60k commensurate with experience

Apply Now

Other Positions