Customer Success Manager

Factal is a risk intelligence and breaking news company that helps the world’s largest organizations protect people and expedite disaster relief. They are seeking a full-time remote Customer Success Manager to focus on customer satisfaction, retention, and growth, serving as the primary point of contact for key trial and member organizations.

Responsibilities:

• You’ll be as knowledgeable about the Factal platform and its various integrations as anyone in the company. As you help customers succeed, you will translate the lessons learned to accelerate the success of your other accounts
• From onboarding to explaining new features, you’ll be presenting Factal via video calls, documentation, and in person to users of all skill and familiarity levels. Factal regularly launches new features, and this role is critical to educating the customer base
• Customer success drives not only renewals but expansion and new business at Factal. You’ll be the face of the company to decision-makers responsible for Factal’s progress and growth
• You’ll proactively resolve issues customers face, whether technical, editorial, or user-management. You will collaborate with customers to configure a Factal environment that best suits their roles, creating a customized user experience
• You’ll provide insight and communicate customers’ feedback and product suggestions to internal teams, including Sales, Marketing, Editorial, and Product

Requirements:

• Have a minimum of two years account management experience with enterprise clients
• Effectively and professionally communicate through all mediums (verbal, listening, written), including curating video walkthroughs for members, and leading in-person meetings
• Ability to develop solutions to challenging member problems
• Have experience asking tough questions in order to identify customer needs, with the ability to effectively identify decision makers, influencers, end users, and other key roles
• Embrace a growth mindset, working to improve customer experience even when they're satisfied with the status quo
• Know how to use CRM tools like HubSpot or Salesforce, and recognize the value in recording detailed notes on customer conversations
• Be intellectually curious, aware of current events, and willing to embrace new technologies
• Be passionate about Factal's technology and mission - to protect people from imminent harm and help those in immediate need
• Comfortable working independently in a remote setting, and occasional travel