Customer Success Manager - 100% Remote

Ingage is a company that enhances presentations through interactivity to engage audiences effectively. They are seeking a Customer Success Manager who will be responsible for managing customer relationships post-sale, ensuring a positive onboarding experience, and collaborating with various teams to optimize customer success processes.

Responsibilities:

• Be the primary point of contact for our customers
• Work closely with the Sales team to smoothly onboard new customers to the Ingage Suite
• Manage the onboarding curriculum and provide regular feedback to leadership on improvement recommendations
• Manage the Customer Success Hubspot process
• Manage all email and phone communication with customers including calling customers
• Proactively identify and engage with customers based on their custom health
• Report on customer health and align with Sales on up-sell opportunities
• Serve as a backup for our Support lead as needed
• Escalate customer bugs and feature requests, working closely the product team to influence upcoming releases
• Be knowledgeable of release schedules and release content
• Organize, write and deploy newsletters and product release emails to customers
• Own the product knowledge base
• Recognize and confirm opportunities for customer testimonials and references

Requirements:

• 2+ years of experience in a similar customer facing role in Customer Success and/or Account Management
• Excellent writing and verbal communication skills
• Strong empathy for customers and passion for revenue and growth
• Understanding of software and technology with an eye towards benefits to end users
• Analytical and process-oriented mindset
• Excellent organizational and time-management skills to coordinate across teams
• Flexibility and comfort in a fast-paced environment with rapidly changing business needs
• Willingness to take direction and feedback
• Experience with Hubspot and JIRA
• Previous experience with SaaS based solutions