Customer Success Manager II

Summary:

The Customer Success Manager II is passionate about Bushel's customers, expanding their use of our product and increasing adoption and awareness. The Customer Success Manager has impeccable relational skills and the ability to create win/win environments with every customer they work with.

Duties and Responsibilities:

• Conduct 1-on-1 onboarding sessions with our newest and largest customers to prepare them for success with our tool.

• Nurture client relationships on an ongoing basis via email, phone and virtual meetings.

• Build value-based relationships with customers and help continually map their needs to our solution.

• Own overall relationship with clients, which includes: increasing adoption, ensuring retention, and satisfaction

• Establish and maintain Net Promoter Score (NFS) system.

• Conduct quarterly customer health-checks and review customer health scores with an emphasis on customers' overall success with our platform.

• Develop, prepare, and nurture customers for advocacy.

• Work with clients, when necessary, to establish critical gools, or other key performance indicators and aid each customer in achieving their goals.

• Work to identify and/or develop upsell/expansion opportunities.

• Advocate customer needs/issues cross-departmentaily.

• Facilitate and resolve account escalations

• Monitor and increase retention and expansion at all account levels.

• Work with Bushel's Sales Team to facilitate a friendly hand-off process for new customers.

• Collaborate with every Internal team to drive forward team & company goals.

• Consistently Improve processes in conjunction with the Marketing team & other aligned teams.

• Conduct user Interviews and gather feedback about the Bushel platform.

• Other duties as assigned

Knowledge, Skills and Abilities:

• Fast and self-motivated learner

• Active problem solver

• Excellent communicator

• Demonstrates strong customer empathy

• Proven discipline and work ethic

• Strong communication and professionalism

• Excellent collaborator and knowledge sharer

• Will work with teammates to drive resolution of tasks

• Demonstrates determination and follow through

Education and Experience:

• Direct customer success experience 2-6 years

• General business experience 3-6 years

Physical Requirements:

• Prolonged periods of sitting, or standing if preferred, at a desk and working on a computer.

Limitations and Disclaimer:

The above job description is meant to describe the general nature and level of work performed; it is not intended as an exhaustive list of all duties, responsibilities, and required skills for the position. Employees will be required to follow any other job-related instructions and to perform other duties requested by their supervisor in compliance with Federal and State laws. The job description is subject to change at any time. Continued employment remains on an at-will basis.