Customer Success Manager - Remote

Overview

The Customer Success Manager role is responsible for providing a premier customer experience for our existing client base throughout the customer journey, including adoption, expansion, advocacy, and retention.

In Short

• Drive customer success as the first point of contact for customers in named accounts
• Monitor overall client utilization and success
• Provide ongoing service and support while managing customer expectations
• Track and improve on churn rate and satisfaction scores
• Develop and conduct regular communication and risk assessments
• Build relationships with key influencers within assigned partners
• Educate clients on available solutions and upgrades
• Maintain in-depth knowledge of products and stay updated on releases
• Protect business with current partners
• Other relevant projects as needed

Requirements

• 3-5 years experience in a customer success role
• Outstanding relationship and rapport building abilities
• Excellent verbal and written communication skills
• High degree of professionalism and dependability
• Self-starter with strong organizational skills
• Willingness to work flexible hours
• Proficient in Microsoft Office; Salesforce and Gainsight experience is a plus
• Skilled at troubleshooting with a logical approach
• Willing to travel at least 25% to visit accounts
• Located in Texas

Benefits

• Remote-first philosophy
• Flexible paid time off
• Paid parental leave
• 11 Paid holidays per year
• Workplace flexibility
• Affordable health coverage
• 401(k) employer contribution
• Company paid life insurance, STD, and LTD
• Pet insurance