Senior Customer Success Manager

Company Description

ReferPro helps businesses unlock the power of referrals to drive loyalty and revenue growth. The company provides tools and strategies that make it easier for organizations to generate more high-quality referrals from existing customers. By focusing on referral-based engagement, ReferPro supports sustainable customer relationships and long-term business performance. Team members contribute to solutions that directly impact customer acquisition, retention, and brand advocacy.

Role Description

Why are we hiring for this role? 

We're adding 50-75 new customers per month and need more CSMs to support our customers. In our stage, we are investing heavily in a high-touch model with each of our customers, which is prompting us to reduce book sizes for that to be more manageable. We are also building the infrastructure to scale but not at the expense of our customers' success and indisputable value from their investment in ReferPro.

What will this person be responsible for?

Key Performance Metrics: 

Business Outcomes (lagging indicators):

• Gross revenue retention

• Net revenue retention

• Logo churn rate

• Upsell/expansion revenue amount

Customer Health:

• Total referral/lead revenue generated through ReferPro

• Total customer referrals

• Average referrals / customer

• Total employee-generated referrals

• Time between campaigns

• % of accounts with critical features enabled

Individual Performance (leading indicators):

• Time to value achievement (hitting a ROAS target)

• Time to post-onboarding QA review

• Time to first touch (post-onboarding)

• Customer satisfaction survey average

• % of accounts with a published Success Score (based on adoption of best practices)

• % of accounts with contact within a specific target of days

• Number of referrals / references / reviews / case studies sourced

Responsibilities:

• Own adoption, value realization, and retention for an assigned book of business

• Build strong stakeholder relationships and guide customers toward best practices

• Monitor health signals and take proactive action on risks and opportunities

• Lead success planning, follow-up, and business reviews with discipline and clarity

• Partner cross-functionally to resolve issues and improve customer outcomes

• Support expansion identification and smooth handoff where appropriate

• Maintain strong CRM hygiene, account documentation, and clear next steps

• Hit retention and customer success performance targets consistently

What does an incredible candidate look like?

It's simple - we hire people who add to our culture and perform at high levels (based on the metrics listed above).

Our culture is critical to our success, so we take it seriously when we consider new team members. 

This is what we live by: BE A PRO.

Be Agile - Flex fast. Stack wins.

• Adjusts success plans when customer priorities, stakeholders, or business conditions change

• Adapts outreach, meeting cadence, and support style based on account health and engagement

• Responds quickly to risks, adoption dips, or stakeholder changes to keep momentum

Excellence - Level up. Elevate impact.

• Delivers well-prepared business reviews, success plans, and customer meetings

• Maintains a high standard in account preparation and planning, communication, and follow-through

• Drives consistent value realization and strong customer experience across the portfolio

Accountability - Say it. Do it.

• Owns follow-through on commitments, risks, and action items across assigned accounts

• Escalates risks early and drives clear action plans through resolution

• Keeps plans, notes, and systems current so ownership is visible and nothing falls through the cracks

Prioritize the Customer - Deliver value. Earn trust.

• Aligns account strategy to each customer's business goals, use cases, and desired outcomes

• Proactively addresses friction, low adoption, and unmet expectations that block customer success

• Advocates for customer needs while helping them realize measurable value

Radical Clarity - Locked in. Brave conversations.

• Sets clear expectations on goals, roles, timelines, risks, and mutual responsibilities

• Leads direct conversations about low adoption, weak engagement, or renewal risk

• Communicates recommendations and next steps in a simple, specific way

Opportunity Mindset - Believe in better; build it together.

• Looks for ways to expand customer value through deeper adoption, broader use cases, or stronger relationships

• Identifies advocacy, expansion, or strategic growth opportunities within the portfolio

• Stays constructive, optimistic, and prescriptive during challenges and focuses on opportunities, not issues

SKILLSET

Business Acumen

Understands the customer's business, priorities, challenges, goals, and what success looks like for them.

• Learns the customer's business model, growth goals, and pain points

• Ties product usage and recommendations to business outcomes the customer cares about (their definition of success with ReferPro)

• Speaks in terms of ROI, efficiency, customer retention, business growth, or customer experience instead of only product features

Discovery & Customer Knowledge

Asks strong questions, uncovers real needs, and understands the people, roles, and dynamics within the customer's business.

• Uses meetings to uncover goals, blockers, motivations, and hidden risks rather than just giving updates

• Identifies buyers, decision makers, champions, admins, and end users and tailors communication to each

• Recognizes when misalignment exists between stakeholders and works to clarify priorities and responsibilities

Success Planning & Value Realization

Translates customer goals into clear plans, priorities, next steps, and measurable outcomes.

• Builds a success plan with goals, best practices to focus on, milestones, owners, and target dates

• Defines what adoption, value realization, and progress should look like for the account

• Regularly reviews the plan with the customer and adjusts it as their business and priorities change

Stakeholder & Relationship Management

Builds trust-based relationships with customer stakeholders and internal teams, aligns people around shared goals, manages expectations well, responds quickly, and removes blockers to keep onboarding moving forward.

• Builds trust with the main customer contact by being reliable, responsive, prepared, and proactive throughout onboarding

• Aligns multiple stakeholders (owners, managers, admins, frontline users) around goals, best practices, roles and responsibilities, and timelines

• Partners well with internal teams like sales, engineering, and customer success to ensure a smooth customer experience

Product & Industry Knowledge

Understands the product, common use cases, industry norms, and best practices well enough to guide customers credibly and challenge them toward better outcomes.

• Recommends relevant workflows, features, and best practices based on the customer's use case

• Uses industry language correctly and understands common customer benchmarks and challenges

• Challenges customers when their current processes, programs, setup, or habits are limiting adoption or results

Proactive Communication

Communicates clearly, consistently, and early. Sets expectations, shares updates, and keeps customers confident and informed.

• Sends timely follow-ups with clear next steps, owners, and deadlines

• Communicates risks, delays, or changes before the customer has to ask or escalate

• Provides regular updates on the priorities or topics that matter most to the customer

Organization & Detail Orientation

Executes reliably, stays on top of commitments, manages details, and maintains strong account hygiene in systems and workflows.

• Tracks commitments and makes sure nothing falls through the cracks

• Consistently keeps CRM, notes, success plans, and tasks updated and accurate

• Comes to meetings prepared with context, status, and a clear agenda

Problem Solving & Risk Management

Recognizes issues early, uses data and judgment to diagnose problems, and takes action to reduce risk and drive better outcomes.

• Spots low adoption, weak engagement, or unresolved issues before they become major risks

• Uses customer data, meeting feedback, and account history to diagnose root causes

• Creates risk mitigation or recovery plans to address risk, remove blockers, and regain momentum

Renewal & Expansion Execution

Helps protect retention and uncover growth by managing renewal readiness, identifying expansion opportunities, and driving aligned action with the customer and internal teams.

• Monitors renewal risk signals and begins renewal preparation early

• Identifies expansion opportunities based on adoption, outcomes, stakeholder needs, or new use cases

• Owns the full renewal and expansion motion by driving timing, stakeholder alignment, value reinforcement, proposal momentum, and close readiness