Own the customer experience: adoption and value of Appspace, customer satisfaction and retention
Conduct frequent check-in meetings with assigned customers as prescribed to ensure smooth operation of our software and identify challenges
Drive subscription renewal and/or expansion process following prescribed process and utilizing appropriate tools and resources as needed
Collaborate with fellow team members in sales and marketing as needed for larger expansion opportunities
Promote customer awareness of new releases and features, provide insight through other use cases, and offer insightful reporting and analytics
Serve as the customer advocate, facilitating open discussions at all times
Help resolve customer questions and/or find the answer working with internal teams
Escalate support tickets as needed to ensure timely resolution of technical problems
Deliver or arrange training sessions as needed for technical and non-technical users
Communicate effectively and contribute to the broader CSM team best practices
Product setup or configuration assistance

3-5 years professional work experience (post undergraduate) in a business development/account management/sales capacity with emphasis on customer support, satisfaction, retention, and sales.
Computer software industry experience preferred (SaaS)
Excellent communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously
Self-motivated, proactive with innovative ideas to inspire customer loyalty and adoption
A collaborator who can quickly identify the correct internal resource and work closely with them
Familiarity with Salesforce
Technically inclined and able to quickly pick up and train customers on software changes
A degree in Business, Computer Science/Information Technology or related discipline is preferred.

Customer Success Manager

Key skills