Job Description
Customer Success Manager (CSM)
Are you passionate about building strong relationships, solving challenges, and helping organizations thrive? As a Customer Success Manager (CSM), you'll be a crucial member of our Customer Experience team, working to forge meaningful partnerships with our customers. This role is perfect for someone who is a proactive communicator, a natural problem-solver, and genuinely enjoys helping others achieve their goals.
In this role, you'll serve as a trusted advisor to customers, guiding them to get the most out of their solutions, driving measurable results, and ensuring their success. You'll also collaborate closely with internal teams to represent the customer's voice in all that we do.
What You'll Be Doing
Foster Relationships: Build and maintain strong relationships with customers after implementation, driving ongoing success and maximizing value for their solutions.
Customer Advocacy: Delight customers with your positive attitude while acting as their go-to resource for best practices, advice, and updates on new features or solutions.
Understand Customer Needs: Dive deep into customers' systems and processes to uncover opportunities to support their growth and mission.
Drive Engagement: Analyze customer data, such as usage patterns and satisfaction scores (NPS, CSAT), to develop strategies that promote engagement and solution adoption.
Champion Retention: Proactively identify and address potential challenges to minimize churn and ensure long-term success.
Be a Trusted Advisor: Share insights, offer training, and recommend innovative ways for customers to leverage their solutions effectively.
Advocate for Customer Feedback: Communicate customer needs and suggestions for product and service enhancements to internal teams.
Collaborate Cross-Functionally: Partner with teams like Accounting, Sales, Professional Services, Product, and Marketing to create an exceptional customer experience.
Track Success: Use internal tools to monitor customer activities and progress toward their strategic goals.
What You'll Bring
A bachelor's degree and 1-3 years of experience in a customer-centric role (Customer Success, Customer Support, or Account Management).
Proven experience in building and nurturing relationships and delivering outstanding customer service.
Strong communication skills, both written and verbal, with the ability to engage senior and executive-level stakeholders.
A knack for collaboration and working cross-functionally to resolve customer issues effectively.
Confidence in managing multiple priorities and balancing competing tasks.
A proactive approach to solving challenges, even with incomplete information, and an eagerness to listen and learn.
Familiarity with goal-setting frameworks (e.g., OKRs) and tracking progress with KPIs is a plus.
Experience with tools like ChurnZero or Salesforce is preferred but not required.
Knowledge of the social good community (nonprofits, arts organizations, education institutions, etc.) is a bonus.
Why Join Us?
We're a team of passionate professionals who believe in making a difference for our customers. Whether you're working remotely or at our headquarters in Mt. Pleasant, SC, you'll enjoy a supportive and collaborative environment where your contributions are valued. Bring your enthusiasm, positivity, and problem-solving skills, and join us in empowering our customers to achieve great things!
Employment Type: Full-Time
Salary: $ 50,000.00 138,000.00 Per Year
Job Tags
Full time, Remote job,