About the Software Customer Experience Manager Position: 

This will be the first hire of a Software Customer Experience Manager (CEM) / Customer Success Manager (CSM). They will bootstrap our software success organization (materials, cadences, tooling, ) to drive long-term customer adoption, expansion, and success, in collaboration with and complementing the existing Customer Experience organization. This position will require a scrappy, generalist who is able to handle unique escalations and support requirements, customer onboardings, upsell opportunities, and on-going customer success and account management. The ideal individual will ensure that customer feedback is regularly shared and acted upon, frequent communication is occurring with customers, and customers are trained and educated in how to realize the full value of our software. This role is critical in fostering long-term customer loyalty and expansion within our SaaS business.

What You'll Do: 

• Customer Onboarding: In partnership with the Customer Experience organization, efficiently onboard new customers, ensuring they understand how to use our software to its full potential.
• Account Management: Serve as the primary point of contact for a portfolio of software customers. Build strong, long-lasting relationships with clients by providing timely and effective solutions to their needs and inquiries.
• Training and Support: Organize and conduct training sessions for clients to enhance their understanding and use of our software. Provide ongoing support and troubleshooting assistance as needed.
• Feedback and Improvement: Gather client feedback on software performance, usability, and features. Work closely with the product development team to inform and prioritize product improvements and new feature development.
• Renewals and Expansion: Monitor account health indicators, identify at-risk renewals, and develop strategies to mitigate churn. Identify opportunities for account expansion and upsell additional services or products.
• Success Planning: Develop and maintain Customer Success Plans for each client, outlining their goals, key success metrics, and a roadmap for achieving their objectives with our software.
• Reporting and Analysis: Regularly analyze customer data to identify trends, report on key performance indicators (KPIs), and make informed recommendations to both clients and internal teams.

What You'll Need:

• 4 years of experience in customer success, account management, or a similar role within a technology or B2B SaaS company.
• Strong understanding of software products and platforms, with the ability to quickly learn and master new products.
• Excellent communication, interpersonal, and presentation skills. Ability to build relationships at all levels of an organization. Strong presence, personality and conviction during communication to both customer and internal stakeholders.
• Proven ability to manage multiple accounts and tasks with attention to detail and timely follow-through.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Experience with CRM software, customer success platforms, and analytics tools.

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