Customer Success Manager

  • 100% Remote
  • Remote
  • 26 Mar, 2022

Job Summary

Responsibilities

Take responsibility for the success of high-value customers throughout their entire lifecycle. You’ll help them achieve their business goals by evaluating their unique needs, treating them as if they were customers of your own business.
Lead live coaching sessions and presentations to train clients in the use of our platform. You'll also answer questions via phone, email, and live chat.
Follow a cadence of outreach to customers based on specific milestones (quarterly and annual reviews, subscription changes, etc.) and individual client needs.
Help customers fall in love with SimpleTexting by enabling them to adopt our product as quickly and effectively as possible.
Proactively reach out to clients that show risks of churn, discuss their use case, gather feedback, and formulate a plan to keep their business.
Proactively reach out to clients to perform goals and needs analysis to uncover expansion or upsell opportunities
Liaise with other departments, such as support, integrations, and product, to help meet client needs and create effective solutions.
Assist with a client’s billing needs, which may include negotiating price, making strategic recommendations on usage, and creating special agreements.
Be a trusted partner by identifying expansion opportunities to help clients continue to meet their goals through new features, workflows, etc.

Requirements

At least 2 years of experience working with customers, preferably in a CSM, Account Executive, or other account management role with a SaaS company.
Familiarity with chat and CRM platforms.
Healthy customer obsession and focus on delivering an exceptional customer experience.
English is your primary language. Secondary languages are a plus.
Ability to learn new software platforms quickly.
Self-starter with a positive attitude.
Highly organized. You can manage and prioritize several different projects.
Ability to pivot quickly in a fast-paced environment.
Experience evaluating customer needs, consulting with customers, and offering optimal solutions.
Ability to work cooperatively in a team environment, carrying out appropriate hand-offs and escalations.
Solid track record of managing high-value accounts in a way that demonstrates an understanding of the value of those accounts.

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