Drive customer success as the first point of contact for customers in named accounts
Monitor overall client utilization and success
Provides ongoing service and support while managing the customers’ expectations and implementing action plans where needed; takes ownership of customer issues and partners with the appropriate teams to drive progress towards resolution
Track and improve on churn rate and satisfaction scores in assigned accounts
Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions; develop and oversee mitigation measures to turn risks into opportunities
Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis
Educates client base on solutions available as well as upgrades that align with their current and future goals and priorities
Maintains in-depth knowledge of our products and stays up to date with ongoing product releases
Protect business with current partners to ensure they won’t be tempted to use a competitor
Other relevant projects as needed

At least 3 years of experience in a Customer Success Manager role in a SaaS company is required
Outstanding relationship and rapport building abilities
Excellent verbal and written communication, presentation, and problem-solving skills
High degree of professionalism. Ideal candidate executes consistently in a high-volume environment, is very dependable, and always approaches scenarios with a positive, customer centric, attitude
Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
Willingness and ability to work flexible hours
Proficient in Microsoft Word, Excel, PowerPoint, and Outlook. Salesforce and Gainsight experience is a plus!
Skilled at troubleshooting with a logical, systematic approach
Willing to travel up to 25% to visit clients
Located in either California, Arizona, New Mexico, Nevada, Utah or Colorado

Remote-first philosophy
Flexible paid time off
Paid parental leave
11 Paid holidays per year
Workplace flexibility
Affordable health coverage (medical, dental, vision), paid 100% for employee only medical
401(k) employer contribution to help you plan for the future
Company paid life insurance, STD, and LTD
Pet insurance

Customer Success Manager

Key skills