Customer Success Manager

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

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