Customer Success Manager

Role Overview

• Drive successful adoption of Crunchtime within your portfolio of customers.
• Become an expert user of Crunchtime platforms so that you can provide credible guidance on how best to apply the tools to customers' specific operational processes and business challenges
• Using a consultative approach, help customers optimize product value by guiding them on leveraging new or unused features.
• Manage the ongoing customer relationship to encourage growth, expansion and loyalty.
• Identify new opportunities to expand Crunchtime to support additional work processes or departments within the customer’s business.
• Track and close renewal business.
• Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements.
• “Prime the pump” for customer case studies, quotes and testimonials by identifying advocates and sharing great stories with our Marketing team.

Requirements

• An excellent ‘explainer.’
• You are organized and process-oriented, and enjoy uncovering opportunities to improve efficiency, for yourself, your customers, and your team.
• You are focused, action-oriented, and always anticipating next steps: a natural project manager. You can create urgency without being annoying.
• You concentrate your efforts on the most important priorities, moving quickly through issues, and driving for completion. You know how to find the optimal balance between speed, accuracy, and quality in the work you deliver.
• You have a polished, professional, and articulate communication & presentation style, but you’re not a robot. Your personality shines through!
• You listen well, ask the right questions, and know when more information is needed.
• You are honest and empathetic. You see the world through the customer’s eyes.
• You enjoy teaching others, be it a customer or a colleague.
• You are creative and resourceful, and can adapt to rapidly-changing priorities in a fast-paced environment. You are comfortable making a judgment call in an ambiguous or novel situation.
• Successful track record collaborating cross-functionally across internal teams (Sales, Support, Product, Engineering, Marketing, Finance) to solve customer problems
• Willingness to travel occasionally to lead on-site business review, attend customer conferences, and attend company or departmental events.
• Bachelor’s Degree
• 2-4 years experience in Customer Success or Account Management supporting a B2B SaaS product.

Benefits

• Great mission-driven team members from diverse backgrounds with a strong company culture
• Competitive pay
• Unlimited PTO
• Paid company holidays
• Yearly team off-sites
• International travel opportunities
• Medical, dental, and vision benefits (FSA, HSA & HRA options)
• Basic & Voluntary Life Insurance
• 401k employer match
• Wellness benefits (Headspace, OneMedical, Omada, Ginger.io, Gympass, Carrot)
• Commuter benefits
• Work in an open environment on solutions that are reshaping the way businesses operate
• Fun team events
• Ability to have a big impact
• 10 weeks of paid parental leave
• Fitness reimbursement
• Learning & development funds