Customer Success Manager

Our Customer Success Managers are the face of the company to our clients. Your goal is to learn as much as possible about our customers’ needs and their business workflow. As a Customer Success Manager (CSM) for our Strategic team, you will be expected to deliver value and ROI to their largest clients. These long-lasting relationships are built via exceptional customer service, understanding customers’ technical needs, challenges, complex working environments, and top-notch onboarding of new customers. As a part of the Strategic CSM team, you will be responsible for the success of the account, managing the partnership, monitoring, analyzing and optimizing the data and working towards quarterly targets and KPIs.

• Organically grow your portfolio of clients by delivering additional solutions and tools based on business needs
• Proactively identify (growth) opportunities and optimization points for their clients
• Onboard new customers and conduct ongoing quarterly Business Reviews
• Build and maintain strong relationships with clients
• Lead online walk-throughs, webinars, consultations and one-on-one demos for a full onboarding experience
• Lead value-driven conversations with your customers
• Educate clients on how to best use the platform aka “best practices”
• Analyze key account statistics and performance metrics to identify pain points
• Serve as the primary point of contact between clients and the their team
• Serve as a technical authority for customers queries on the Platform.

• Solid understanding of customer lifecycle stages
• Self-motivated, detail-oriented with strong communication and interpersonal skills
• Must be working with technical teams: Directors of IT, IT Support Managers, CIO's, CTO's.
• Strong quantitative and analytical skills; ability to identify data trends
• A proven record of retaining, developing, and growing multiple client relationships
• Superior organization and prioritization skills, with strong attention to detail
• Must be able to go into the New York office 3x a week (Mon, Tues. and Thurs)
• Problem-solver, resourceful and independent
• Ability to work in a fast-paced dynamic environment
• 3+ years of CSM/ Technical Account Management experience in Saas (must be in this type of role right now)
• Understanding of IT infrastructures (Networks and Operation Systems) or interest and readiness to learn
• Ability to understand complex technology and explain it simply
• 5+ years of experience in a technical and customer-facing role, managing large VIP customers
• Must have experience from the current role owning a book of business

For this position, we offer an annual salary of 160,000 (USD) as OTE.

Their team of passionate, dedicated, and committed individuals is driven by a shared mission to unleash everyone's potential and constantly innovate. We create an open, transparent, and supportive environment that gives our teams the autonomy, resources, and freedom to thrive.

In addition to competitive salaries, they offer an enticing benefits package designed to support the well-being and professional growth of our employees. This package includes stock options, comprehensive health insurance covering dental and vision care, as well as a generous allocation of paid vacation days.

• Comp: $120-130k base, $150-160k+ ote (some flexibility)