Customer Success Manager

Qwilr is a company that specializes in creating design-perfect documents for customers. The Customer Success Manager will ensure customers derive maximum value from Qwilr's offerings by managing a portfolio of accounts, driving product engagement, and preventing churn through effective onboarding and ongoing support.

Responsibilities:

• Onboard and train new customers to ensure they have everything they need to be successful and can get up and running with Qwilr quickly
• Manage a portfolio of 150+ accounts and drive their adoption of Qwilr to ensure they’re meeting their goals for purchasing
• Proactively engage with customers to ensure they’re active, healthy and up to date on the latest features and benefits of Qwilr’s products
• Maintain high Gross Revenue Retention (GRR) by proactively mitigating at-risk accounts and taking measures to prevent churn and contraction
• Maintain high Net Revenue Retention (NRR) by proactively identifying expansion opportunities and partnering with Sales to close them
• Be a Qwilr product expert: stay current on new releases and ensure your customers are benefiting from new features and workflows
• Identify expansion opportunities within your customer portfolio and partner with Sales to close them
• Respond to customer requests for additional training, enablement and support
• Use Vitally to track all of your customer-facing activities, keep your renewal forecast up to date, track reasons for churn and contraction and complete tasks
• Collaborate cross-functionally with our Product, Sales, Support and Design teams to ensure customer needs are understood and addressed

Requirements:

• 2-3 years experience as a Customer Success Manager at a B2B software company
• Managed a dedicated portfolio of accounts with a proven track record of delivering exceptional value, preventing churn and growing revenue
• Know how to use customer success tools and software to prioritize your time, manage customers across lifecycle phases and proactively address potential churn risks
• Possess strong technical skills and the ability to pick up new technology fast and drive your own learning
• Data-driven with a bias towards action, and not afraid to get your hands dirty in support of customers
• High emotional intelligence - understand and manage emotions effectively as part of high-quality communications and collaboration with others
• Consistently demonstrate a hospitality mindset when working with customers: go above-and-beyond to ensure customers are cared for, take ownership of problems and display empathy in all interactions
• Strong written and verbal skills; Zoom/Video Chat experience a must
• Communicate complex ideas simply and effectively, no matter the audience
• Thrive in remote work settings and are comfortable taking ownership and working autonomously
• Experience with Vitally, Qwilr or other sales proposal software