Customer Success Manager

Gymdesk is a category-leading online management software for gyms, martial arts schools, yoga studios, and other fitness and wellness businesses. They are seeking a Customer Success Manager to partner with their largest SMB customers, ensuring they receive the highest value from the technology.

Responsibilities:

• Communicate with a high volume of customers (200-400) via phone, email and video calls
• Work with customers to ensure adoption, retention, expansion, advocacy and overall success
• Develop and project manage account / success plans for our largest customers
• Be a thought partner for our customers to ensure we deliver on their needs and keep our partnerships on track
• Analyze customer data to support ongoing customer value delivery conversations (business reviews)
• Proactively address issues and manage escalations
• Collaborate with the Vice President of Customer success to build out Customer Success systems and playbooks
• Act as a liaison between the customer and the Product team to represent customer feedback
• Conduct in-person visits to customers (1-2 times per quarter)

Requirements:

• 3-5+ years of relevant customer success, service, or sales experience in SaaS
• Motivated by the success of others and helping customers
• Experienced with sales & conversational methodologies
• Effective project manager
• Ability to communicate effectively in written & verbal form
• Attention to detail & organization
• Adept at using technology (CRM, Slack, etc) to function effectively in a remote environment
• Comfort working at a fast paced and evolving company
• Ability to quickly learn new software products & become a product expert