Job Description
Customer Success Manager
We're looking for a Customer Success Manager (CSM) to join our Customer Experience team and play a vital role in fostering meaningful partnerships with our valued customers. In this role, you'll be their trusted advisor, helping them achieve their goals and maximize the value of our solutions. You'll also act as their advocate, ensuring their voice is represented across our organization.
If you're a friendly, proactive communicator with strong critical thinking skills and a passion for helping others succeed, this is the role for you!
What You'll Do
As a CSM, you'll:
Build lasting relationships: Delight customers with your customer-first attitude while managing post-implementation relationships to ensure their long-term success.
Help customers succeed: Understand their internal systems and processes to recommend the best ways to leverage our solutions to meet their goals.
Be a trusted advisor: Share best practices, provide up-to-date information on product features, and ensure customers can make the most of their tools.
Advocate for the customer: Represent their feedback and requests for product or service enhancements to improve our platform offerings.
Monitor and improve customer health: Analyze customer usage data, track satisfaction metrics (e.g., NPS, CSAT), and create strategies to drive adoption of our solutions.
Prevent churn: Proactively identify, escalate, and resolve potential issues to ensure customers remain engaged and satisfied.
Deepen your expertise: Stay up to date on our solutions, industry trends, and competitive offerings to have meaningful and informed conversations with customers.
Collaborate and innovate: Share best practices with your team to improve processes and support cross-functional initiatives with teams such as Sales, Marketing, and Product.
Keep things organized: Track activities and progress towards customer goals using internal systems and tools.
What You'll Bring
We're looking for someone with:
Experience: A bachelor's degree and 1-3 years in a customer-focused role like Customer Success, Support, or Account Management.
Customer passion: A love for building relationships and providing exceptional service.
Team player mentality: Proven ability to collaborate across departments to resolve customer issues.
Retention expertise: Experience driving customer retention and managing an assigned portfolio of accounts.
Communication skills: Excellent written and verbal communication abilities.
Project management skills: Strong multitasking abilities and attention to detail.
Professional presence: Confidence interacting with senior and executive-level contacts.
Curiosity and learning: A genuine interest in understanding and discussing product features and benefits with both internal teams and customers.
Adaptability: Comfort navigating situations with incomplete information while staying focused on customer engagement.
Preferred (but not required):
Experience with tools like ChurnZero or Salesforce.
Familiarity with goal-setting frameworks (e.g., OKRs) and tracking progress using KPIs.
Understanding of the social good community (nonprofits, arts organizations, foundations, education institutions, etc.).
Why You'll Love This Role
You'll have the chance to make a real impact by helping organizations thrive while growing your expertise and collaborating with a passionate team. Plus, you'll enjoy flexibility to work remotely or from our headquarters in Mt. Pleasant, SC.
Employment Type: Full-Time
Salary: $ 50,000.00 137,000.00 Per Year
Job Tags
Full time,