What are the responsibilities and job description for the Customer Success Manager position at AGILIRON?
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Agiliron is an early-stage SaaS company that sells its Enterprise, Multi-Channel Commerce Suite to Small and Medium-Sized Businesses (SMB). Our benefit promise to customers is that we enable them to: Sell More in More Places, But Manage in One.
First, our Suite drives incremental top-line revenue by enabling our customers to easily add new sales channels in this era of rapidly proliferating marketplaces. Secondly, we drive incremental efficiency and rapid scalability by having all our functionality tightly integrated into one commerce platform (Commerce includes fully-integrated multi-location POS, mobile POS, B2C and B2B web store, Amazon and Fulfilled-By-Amazon, eBay along with integration with the top shopping cart providers like BigCommerce, Magento, Shopify and WooCommerce). It is PCI-Level 1 Compliant platform and includes a complete CRM, BackOffice and Reporting capabilities. The Suite integrates with QuickBooks Desktop/Online and is listed on the Intuit App Center with five-star reviews.
The currently open positions are listed below. Please email your resume (Formats: MS Word/PDF) to jobs@agiliron.com.
Customer Success Manager
Job Description
Given our SaaS Subscription Revenue business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We cannot be successful unless our customers are continuously deriving massive value from our business management services platform. We need the right individual to develop the competency and processes to drive success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
Responsibilities:
- Manage Customer Success Activities
- New Customer Onboarding, Training and Professional Services
- Ongoing Customer Support and Customer Success Management
- Evangelize New System Capabilities towards Rapid adoption by Customers
- Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Define and Optimize Customer Lifecycle
- Map customer lifetime journey, develop checkpoints and metrics (e.g., usage, satisfaction, etc.)
- Standardize intervention processes for each checkpoint in journey
- Define segmentation of customer base and varying strategies for customer success
- Identify opportunities for continuous improvement and learn from best practices in SaaS B2B industry
- Customer Success Advocacy to Internal Groups
- Interface with Product Management to lower barriers to Customer Success
- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
- Coordinate with Marketing around marketing activities to existing clients
Required Skills/Experience:
- 2 years experience in leading customer-facing activities - ideally in B2B SaaS solutions
- Strong empathy for customers AND passion for revenue and growth
- Ability to manage influence through persuasion, negotiation, and consensus building
- Analytical and process-oriented mindset with attention to detail, demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
- Relevant Bachelor’s degree; preference for accounting, business, computer science or related degrees
Cultural Requirements:
- Entrepreneurial - thrives in a fast-paced and dynamic environment; eager to assume leadership and responsibility; derives genuine excitement from the opportunity to carve out a significant role in nurturing and building something from the ground up over time
- High level of energy, efficiency and flexibility - can-do attitude that inspires others and encourages great performance in a fast-moving environment
- Team-oriented - capable of embracing the ideas of others in the interest of the larger goals
- You bring passion to whatever you do - we love seeing hunger and ambition
- Works with minimum supervision and capable of strategically prioritizing tasks in a proactive manner under tight deadlines