Customer Success Manager

Customer Success Manager (Enterprise - SaaS)

The Customer Success Manager is responsible for managing customer relationships and maximizing adoption of our company’s application facility-wide, assuring that customers are continuously seeing value in our partnership.

Our goal is to ensure that each customer derives maximum value from their investment in our software and receives the best possible service. As such, Customer Success Managers are actively involved in product adoption, problem resolution, client retention (churn prevention), and expansion of our SaaS solution application. With an emphasis on customer engagement and relationship building, CSMs act as an internal customer advocate, creating successful client experiences.

The CSM will manage client satisfaction with a focus around increasing and deepening our company’s application across the facility of our portfolio of corporate clients. You will review our valued clients’ usage, identify areas of greatest impact/opportunity, and execute a tailored plan to assist and drive client success. You will develop knowledge bases and spread best practice recommendations to assist clients in solving point-in-time challenges. You will work with customers at risk and proactively manage all accounts making the appropriate company resources aware of any shortcomings. You will also measure and analyze customer satisfaction as well as catalogue client benchmarks and success stories.

In addition, the CSM will generate attendance and participate in client retention programs such as user events, conferences, and individual facility visits; and will serve as an internal advocate for clients, helping to support their business objectives. CSMs will also identify market trends and product gaps, working closely with our Product, Marketing and Development teams.

Primary Responsibilities Include:

• Managing customer relationship as a main point of company contact.
• Work with assigned customers to drive adoption of the application organisation-wide and assure they are continuing to see value in their partnership with our company.
• Monitor and assist our Onboarding and Technical Support teams to manage customer issues and escalations.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Conduct regular customer reviews of overall account health including benchmarking of best practices and utilization trends.
• Document unique workflows and use cases of our company’s tech platform and share these with other customers where appropriate.
• Provide clients with information regarding preferred partner solutions, including intelligent lockers, outbound shipping, and space management.
• Identify and manage at risk customers effectively to help reduce churn and exceed company churn targets.
• Perform exit interviews with churning customers to understand reasons for cancellations, providing feedback to sales and management teams.
• Provide Pre-Sales resources for industry prospects.
• Manage key account renewal strategies and answer internal/external renewal questions.
• Measure and ensure post implementation adoption.
• Advocate internally for the needs of customers, while balancing the needs of the company
• Provide internal product and marketing guidance based on customer feedback.

Measurables:

• Minimize customer churn.
• Increase customer Net Revenue Retention
• Measure and increase customer satisfaction.
• Improve depth of customer contact knowledge
• Verify new client product adoption.
• Participation and recognition at user and industry events
• Relevant Education and Work Experience:
• At least 2 years of experience developing and executing success plans for SaaS customers operating in a corporate environment.
• History of advancing software adoption, enhancing support, and spearheading expansion
• Working knowledge of commercial real estate leasing and sales.
• Bachelor’s degree in marketing, Communications, or related discipline.
• Technical savvy to recommend/employ our company’s solutions within client environments.
• Business acumen and people skills to work with clients at a strategic level.
• Must have strong written and verbal communication skills.
• Has clear “customer-first” and client engagement skills.
• Has excellent problem-solving and critical thinking skills.
• Ability to multitask in a fast-paced and highly collaborative team environment
• Patience in communicating technical concepts to non-technical people.
• US-based Travel – up to 10%.
• Knowledge of CRM systems.