Customer Success Manager I

Benefits:  

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time.  Additional paid sick leave is also provided if required by state or local law. 

Summary of Position:

The Customer Success Manager I (CSM I) will be responsible for building and maintaining strong relationships with customers, ensuring they achieve success with our solutions, and driving overall customer satisfaction and retention. The CSM I will work closely with internal teams to ensure seamless onboarding, address challenges proactively, and identify opportunities for growth within accounts.

Essential Functions:

• Cultivate strong, long-term relationships with Fortune 500 clients and mid-enterprise accounts, serving as a trusted advisor and advocate for their success
• Own the customer relationship as the primary point of contact, managing internal escalation processes and working cross-functionally to advance partnerships
• Collaborate with internal teams to ensure seamless customer onboarding and implementation
• Manage potential challenges proactively to ensure a smooth customer experience
• Monitor and analyze customer health metrics, taking action to address any potential risks
• Drive customer satisfaction through regular touchpoints and feedback collection
• Prepare and deliver regular business reviews to showcase the value of our solutions
• Gather and analyze customer feedback for continuous improvement.
• Identify opportunities for upselling and cross-selling additional products or services to drive revenue growth
• Implement retention and expansion strategies to maximize customer lifetime value
• Develop and document the overall customer success adoption strategy and plans
• Drive leading metrics of success, including customer health score and adoption rates

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs.  Must be able to exchange accurate information in these situations.  The employee must be able to remain in a stationary position 75% of the time.  The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.  Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer.  Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

• Bachelor’s degree in Business, Marketing, or a related field       
• 5 years of experience in customer success, account management, or a related field

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field
• 5 years of experience in customer success, account management, or a related field
• Strong interpersonal and communication skills
• Ability to analyze data and derive actionable insights
• Proactive problem-solving skills

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.