What are the responsibilities and job description for the Customer Success Manager position at ACBJ?
- Guide new users through the onboarding process to ensure a smooth, successful implementation.
- Educate customers on product features, best practices, and new functionalities to drive adoption and utilization.
- Build and maintain strong, long-lasting relationships with standard customers and enterprise customers, serving as their primary point of contact.
- Act as a trusted advisor for BizEquity users, understanding the customer’s business needs, challenges, and goals, and how the BizEquity platform helps address and realize them.
- Proactively engage with customers to assess their health, identify potential churn risks, and implement proactive, preventative measures as needed.
- Conduct regular check-ins and meetings to demonstrate the ROI of BizEquity to customers and the value they receive.
- Identify and address customer pain points, provide solutions, and escalate issues to the appropriate internal teams when necessary.
- Collaborate with the sales team to ensure seamless transitions throughout the customer journey.
- Act as an internal advocate for the customer, providing feedback to product, tech, and marketing teams to influence the product roadmap and improve the overall customer experience.
- Encourage participation from our power users in case studies, testimonials, and referral programs.
- Identify opportunities for expansion and upsell opportunities within existing accounts
- Maintain a deep understanding of BizEquity's product, its features, and its value proposition.
Qualifications:
- Bachelor's degree in Business, Marketing, Communications, or a related field (or equivalent practical experience).
- 3 years of experience in Customer Success, Account Management, or a client-facing role, preferably within a SaaS or technology (experience in the Fintech, Wealthtech, and/or Financial Services industry is a plus).
- Excellent communication (written and verbal), presentation, and interpersonal skills.
- Proven track record of building and maintaining strong customer relationships.
- Strong problem-solving and analytical abilities.
- Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
- Proficiency with CRM software (e.g., HubSpot, Salesforce).
- Experience with Customer Success platforms (e.g., Gainsight, ChurnZero) is a plus.Self-motivated, proactive, and results-oriented with a strong customer focus.
- Ability to work independently and as part of a collaborative team.
What We Offer:
- Competitive compensation, including base salary and incentive bonus
- Healthcare, dental, and vision coverage
- Flexible time off policy
- Hybrid work environment based in Philadelphia
- Opportunity to join a passionate, collaborative team in a high-growth SaaS company
- Meaningful ownership and the chance to make a visible impact on the customer experience