Customer Success Manager

Submittable’s Customer Success Manager serves as the primary contact for an assigned group of clients, connecting the platform’s value to their business goals. The role develops tailored Success Plans, leads Business Reviews, supports client needs, and identifies opportunities for program growth and account expansion.

Responsibilities:

• Build trusted advisor partnerships with assigned clients, aligning Submittable’s value to each client’s key and overarching business goals
• Serve as the primary point of contact for assigned clients, bringing in Submittable resources such as Account Executives or Technical Support as needed
• Build long-term business relationships by following through on commitments and responding to client needs promptly
• Evaluate client program priorities and create tailored Success Plans with clear goals and milestones, identifying barriers to program growth and recommending strategies based on client research and industry knowledge
• Schedule and conduct Business Reviews to track Success Plan progress and identify opportunities for additional gains as they arise
• Identify opportunities for Account Executives to expand Submittable’s footprint through new features, services, and instances
• Recommend improvements to Submittable’s business, products, and client approach based on client feedback
• Keep accurate, up-to-date client records in Salesforce

Requirements:

• 3+ years of experience in B2B SaaS sales, customer success, or account management
• Experience recognizing sales and expansion opportunities within existing client accounts
• Learns new software quickly and explains technical product functionality clearly to clients
• Communicates clearly in writing and in conversation with client stakeholders at all levels
• Organizes work across multiple accounts and competing priorities, meeting deadlines in a fast-paced, collaborative team environment
• Adjusts plans and approach as client needs and priorities change
• Keeps detailed, accurate records of client activity and commitments
• Experience using a CRM to manage client records
• eligible to work in the United States
• we cannot accommodate scholastic or employment visas at this time
• Salesforce experience preferred
• Experience supporting clients through complex procurement processes, such as those at government agencies or universities, preferred