What are the responsibilities and job description for the Customer Success Manager position at KMS Lighthouse?
KMS Lighthouse is one of the hottest up and coming tech companies working with Fortune 500 and Fortune 1000 enterprises around the world! Named the #1 knowledge management company in the Forrester Wave Report 2024, KMS Lighthouse is an industry leader in providing SaaS knowledge management solutions.
Our customers’ satisfaction is the key to our success, making our Customer Success role a vital component of our company’s growth. As a Customer Success Manager, you are responsible for building and maintaining relationships with new and existing clients to ensure their continued satisfaction. The Customer Success Manager is an advocate for KMS Lighthouse and for the client to ensure seamless delivery and support in all areas.
Responsibilities:
Our customers’ satisfaction is the key to our success, making our Customer Success role a vital component of our company’s growth. As a Customer Success Manager, you are responsible for building and maintaining relationships with new and existing clients to ensure their continued satisfaction. The Customer Success Manager is an advocate for KMS Lighthouse and for the client to ensure seamless delivery and support in all areas.
Responsibilities:
- Build strong and positive business relationships with enterprise-level clients (C-level executives, Directors, Managers, etc.)
- Support the onboarding process of new clients ensuring flawless delivery.
- Identify opportunities for expansions and upsells within client accounts and manage the negotiation process.
- Work closely with internal teams to ensure flawless delivery.
- Manage QBRs with your customers.
- Join calls with clients to understand their needs, tackle problems, and where necessary escalate the case to the relevant internal team.
- Actively engage with multiple contacts in each account to ensure amazing partnership and communication.
- Manage escalation events like a pro.
- Develop deep understanding of the product to address the business needs of your clients.
- Collaborate with the sales team to achieve customer satisfaction and company growth.
- 2 years of experience as a Customer Success Manager, Account Manager, or similar role.
- Prior experience working at a SaaS-based company is a must.
- Prior experience supporting and interfacing with enterprise level organizations is required.
- Great interpersonal skills with strong customer-facing and presentation skills.
- Proactive problem-solver who is not afraid to break boundaries.
- Team player with strong ability to motivate people.
- High prioritization and organization skills.
- Superb written and verbal communication skills.
- Medical, Vision, Dental
- 401K 401K Match
- 11 Paid Holidays
- PTO & Sick Days