Customer Success Manager

Role Overview

• Execute successful onboarding program with new customers
• including confirmation of Graduation Criteria to increase customer adoption, engagement, and time-to-value
• Build and maintain strong relationships with first-year customers to understand their needs, provide support and ensure customer satisfaction
• Drive ongoing customer engagement through customer journey with intentional outbound touchpoints using customer health indicators and other support tools
• Develop relationships with customers to uncover potential risk and overcome objections by reinforcing the value of the products they have purchased
• Serve as the primary point of contact for customers, addressing their inquiries, resolving issues and driving value by using customer analytics and regular review of their accounts
• Act as a customer advocate within the organization, ensuring that customer feedback, concerns, and needs are communicated effectively to relevant departments for prompt resolution and product improvements
• wholly own the customer experience
• Develop and execute strategic account plans for customer, focusing on objectives, tactics and timeliness to maximize growth and retention
• Contact and secure upcoming renewals at least 120 days in advance of maturity date
• Provide training and support to customers on using products or services effectively, utilizing methods such as product demonstrations, training sessions and/or assistance in creating and updating their profile or saved searches
• Attain all KPIs designed to improve first-year account retention, including contact rate, churn, and renewal and retention ratios
• Follow SOPs for all account interactions within standard CRM systems and other tools
• Stay up to date of job, product, and industry-related training opportunities
• Educate and empower clients to take full advantage of product features and updates, guiding them through transitions and helping them integrate changes into their daily operations
• Leverage data and insights to identify adoption gaps and deliver targeted training, resources, or recommendations to improve engagement and retention

Requirements

• 2+ years of relevant sales, account management, or support experience supporting SaaS based software
• Proficiency in desktop software programs (Word, Excel, PowerPoint)
• Ability to learn SaaS products
• Basic construction industry knowledge or ability to learn construction industry knowledge
• Technical skills
• Superior personal integrity and ownership of outcomes
• Exceptional communication skills
• Relationship building and client-centric skills
• Ability to coach customers on best practices and uncover pain and solution
• Empathetic small business growth mindset to identify meaningful opportunities for customers benefit
• SKILLS: Communication/Interpersonal, team building, growth mindset, conflict resolution, organization, coaching/mentoring, effective writing and presentation, problem solving, storytelling, decision making and time management, strategic planning, and critical thinking