Senior Customer Success Manager – Budget

Role Overview

• Develop a deep understanding of our B2B SaaS product and its use cases in the public sector.
• Communicate confidently with executives, project managers, business analysts, end users and key stakeholders leading regular customer meetings.
• Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint.
• Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
• Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service and assist CSM's.
• Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering taking a consultative approach to demonstrate software features on a customer call.
• Assisting CSM's with customer calls as the subject matter expert, leading with a consultative approach prepared to demonstrating software features and functionality as needed.
• Prepare customer estimates, quotes and contract amendments managing upsell opportunities in Salesforce.
• Create and review customer renewal contracts and amendments working with your manager to negotiate pricing and terms if required by the customer.
• Monitor customer health indicators and respond to potential risk factors for customer retention.
• Request, track and respond to surveys, including NPS, CSAT and implementation surveys.
• Attending and leading customer-focused webinars, and events, connecting with customers to expand our customer community.
• Manage, organize, and facilitate User Group meetings, contribute as a subject matter expert, leading panels and topic sessions, providing content, agendas, and working with Marketing to promote and encourage engagement/participation.
• Conduct live training webinars, demonstrating software features and functionality and assist CSM's in preparing and conducting the same.
• Identify and execute business strategies and lead projects that contribute to the department and organizational key objectives including renewals/retention, revenue growth, references, increased utilization, feature adoption and overall product optimization.

Requirements

• Bachelor's degree in business, communications, computer science, or related field.
• 5 + years of experience in customer success, customer support, or a related field.
• 2 + years of experience performing technical software demonstrations.
• 2 + years of experience working with public sector customers in a B2B SaaS environment.
• Understanding public sector finance, budgeting or other key functional processes and regulations.
• 5 + years of experience in public sector with specific vertical experience such as working with Government, Higher Educations, K-12, Healthcare or Not for Profit organizations.
• Proven track record of developing and implementing successful customer experience strategies.
• Experience in project management, including the ability to manage multiple projects simultaneously.
• Proficient in Salesforce, Microsoft Office, CRM Ticketing tools and other relevant software applications.
• Experience in a startup or fast-paced environment.
• Technical aptitude and ability to learn software programs quickly and effectively.
• Skilled in software training and/or demonstration experience.

Benefits

• Competitive wages
• Wellness days
• Community Engagement Committee
• Flexible workday
• Ask us for a copy of our health and dental benefits!
• Culture committee