Manage customer accounts in various stages of their lifecycle and of various levels of account size, health, and usage.
Develop strong product knowledge to implement advanced and varied types of use cases.
Manage accounts using applicable analytic tools and prioritization methods.
Collaborate with internal teams to act as the voice of the customer and champion their needs.
Build strong relationships with peers and colleagues from CX, Sales, Marketing, Product/engineering and Support while initiating discussions and brainstorming sessions to optimize solutions for our customers.
Explain metrics clearly to customers in a way that communicates value, as well as be able to clearly communicate ROI data to a customer so they understand their ROI received.
Effectively communicates with customers during difficult situations – i.e. feature requests, troubleshooting bugs
Understands and utilizes the resources available for getting answers to product questions – i.e. Teams channels and internal training collateral
Independently connects customer goals with features/functionality in the product without the help of resources, team lead, etc.
Empowers customers to own their own solutions.
Understands partnership software functionality and able to speak to benefits of adoption.
Contributes to enablement resources that empower the entire Customer Success team to scale.

4+ years working in a B2B client-facing account management, support or project management experience preferably involving SaaS services targeting SMB customers.
Comfortable leveraging software tools, CRM, email marketing, support, automation, productivity, and presentation software.
Leverages data to determine when accounts require an “off-cycle” intervention to maintain health and retain value delivery goals.
Able to identify risks and opportunities and understands what actions to take in these scenarios.
Successfully identifies and catalogs champions within customer accounts.
Appropriately leverage internal channels to seek guidance on more difficult customer circumstances.
Keeps portfolio up to date and organized, ensures accurate reporting of CS engagements in PlanHat
Data-driven decision maker, with urgency operating in a “test and learn” environment focused on meaningful and rapid process optimization.
Track record in driving customer engagement and loyalty.
Innovative thinking and bias for action balanced with a strong customer and quality focus.
Persuasive communicator with both clients and internal company teams and staff.
Intellectually robust and agile, with the ability to make quick decisions as needed.
Self-confidence matched with a willingness to collaborate and successfully engage with colleagues.
Exceptional communication, presentation, and relationship management skills – deep cross-functional collaboration is required.

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Continued investment in your professional development
Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

Customer Success Manager

Key skills