Customer Success Manager

Overview

We are seeking a Customer Success Manager to join our growing team!

Responsibilities & Qualifications

Position Summary

Serves as a strategic partner and liaison between clients and staff to ensure their needs are addressed professionally and efficiently. Focuses on client portfolio development, retention, and ensuring overall client success and satisfaction with products and services. Delivers value to clients by engaging in a consistent, repeatable, and scalable way, across defined segments. Pursues relationships with current accounts and seeks business expansion opportunities with current clients. Has detailed knowledge of products and services being offered and ensures that products and services consistently meet client needs. Ensures there is a clear vision of the value our partnership brings. In addition to developing relationships with clients and becoming a trusted advisor, the CSM is responsible for expansion and renewals within their client base. Performance measured by client satisfaction, retention, and expansion.

A Day in the Life

• Proactively manage portfolio of assigned clients by conducting ongoing health checks to measure adoption, usage, and success
• Handle the contract renewal process and identify upsell or cross-sell opportunities to increase clients' spend
• Build relationships with assigned clients and act as the voice of the clients internally
• Cultivate client promoters to build a willingness to act as a reference, build a case study, and/or provide referrals
• Achieve targeted KPIs including but not limited to client renewals, platform usage, and maintain positive NPS
• Manage client expectations by establishing a clear line of communication and anticipating potential roadblocks
• Develop proactive strategies based on client needs to increase usage
• Analyze clients' goals and objectives to ensure they're being met
• Strategize long and short-term goals to continue growth
• Review user statistics, data, metrics, and reporting
• Identify what is working well to ensure continued success
• Share industry best practices and current trends that may aid further client success
• Consistently log all client communication and activities in CRM/CS systems
• Analyze and provide data and metrics on account statuses, trends, and overall client health to management and internal teams
• Capture client feedback and share cross functionally, including tracking and submission of items to the product and development teams
• Ability to communicate with management regarding assigned client base or industry shifts, including C-level executives
• Escalate unresolved client concerns and feedback to management
• Proactively share recommendations to continually improve the quality, effectiveness, and efficiency of processes

We are looking for someone who brings

• Develop and maintain strong client relationship throughout the customer lifecycle
• Basic knowledge of platform system and tools
• Provide best practices to clients
• Strive for excellent customer service and delivery, ensuring any concerns/complaints are dealt with and responded to promptly Lessons learned are identified and shared with the relevant teams
• Engage with customer to promote software adoption and onboarding strategies
• Ability to communicate at all levels of an organization including the C-Suite
• Provides renewal sales quotations and responds to requests for proposals
• Manage book of business
• Occasionally directed in several aspects of the work
• Gaining exposure to some of the complex tasks within the job function
• Ability and willingness to travel up to 10% for client visits in the US and Canada.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

Experience:

• 2+ years Account Management, Client Success Management or Support experience
• Requires a bachelor's degree or equivalent experience
• Must have excellent analytical and problem-solving skills
• Must have the ability to work independently and handle multiple priorities and deadlines simultaneously
• Preferred experience with SaaS solutions and knowledge of the association, credentialing and/or not-for-profit industry
• LMS and/or learning and development experience preferred

Computer/Technical:

• Proficient in Office tools - Word, Excel, PowerPoint, Outlook
• Demonstrate ability to learn and understand basic office software applications
• Experience with CRM systems

Other Skills:

• Passion for client experience and success with a natural inclination to resolve client pain points
• High level of autonomy and ownership
• Flexible and energetic
• Proactive and creative problem solver
• Strong attention to detail
• Strong communication and interpersonal skills, both written and verbal
• Organizational and effective time management skills
• Experience in positioning and selling online technology and/or software solutions to current clients
• Strong quantitative/analytical skills
• Experience following processes, and driving continuous improvement to processes
• Perceptive, collaborative and strongly client-orientated
• Demonstrated ability to build strong relationships with clients and internal stakeholders

Total Rewards

About Us

Momentive Software amplifies the impact of over 30,000 purpose-driven organizations in over 30 countries. Mission–driven organizations and associations rely on the company’s cloud-based software and services to solve their most critical challenges: engage the people they serve, simplify operations, and grow revenue. Built with reliability at the core and strategically focused on events, careers, fundraising, financials, and operations, our solutions suite is bound by a common purpose to serve the organizations that make our communities a better place to live. Learn more at momentivesoftware.com

Why work here?

Good People, Doing Good Things: Employees at Momentive Software are techies and volunteers who strive to make the company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

• Medical, Dental & Vision Benefits
• 401(k) Savings Plan & Company Match
• Flexible Planned Paid Time Off
• Generous Sick Leave
• Casual Environment
• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Company Paid Parental Leave
• Company Paid Short Term Disability
• Remote Flexibility

Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the United States (without sponsorship), and to complete the required employment eligibility verification form upon hire.

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