Job details

Customer Success Manager (MME)

We’re looking for a Customer Success Manager (CSM) to manage and grow our MME customer base. As a CSM, you will be responsible for building strong relationships with our customers and driving successful outcomes at scale. You will work to ensure customer satisfaction, retention, and expansion, utilizing digital Customer Success (CS) methodologies to efficiently manage a large portfolio of accounts.

This is a great opportunity for someone who thrives in fast-paced environments and has experience managing large books of business using scalable and digital-first strategies.

Responsibilities:

Manage and scale a large portfolio of MME customers to ensure their success with ActivTrak products and services.
Leverage digital customer success methodologies to deliver proactive and automated support, including customer onboarding, product adoption, and usage optimization.
Be the main point of contact for customer questions and issues, ensuring a timely resolution by working cross-functionally with support, product, and sales teams.
Monitor customer health metrics to identify at-risk customers and proactively engage with them to drive retention.
Conduct business reviews and success planning sessions to understand customer goals, align with business outcomes, and deliver strategic value.
Drive customer expansion and upsell opportunities by identifying new use cases and advocating for additional products and features.
Collaborate closely with sales to ensure smooth customer handoffs and to provide insights into potential growth opportunities.
Maintain and improve internal documentation, playbooks, and templates to scale the digital-first customer success experience.
Advocate for customers by providing product feedback and insights to our product and engineering teams.

3+ years of experience in Customer Success or related roles, with a focus on managing a book of business for MME customers.
Proven ability to manage large numbers of customer accounts effectively using CS tools and methodologies.
Experience driving retention, upsells, and renewals within a scalable model.
Excellent communication and interpersonal skills with the ability to build strong relationships across stakeholders.
Ability to analyze customer data to make informed decisions and optimize account performance.
Strong problem-solving skills and a proactive, solution-oriented mindset.
Passionate about helping customers achieve success and value from software solutions.

Work environment:

Position is remote within US
Minimal travel
Limited physical demands

This is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company. If you have a proven track record of creative thinking, a drive for learning, and a deep commitment to collaboration, we want to talk to you!

ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. #LI-REMOTE

What You Should Know About Customer Success Manager (MME), ActivTrak

Are you passionate about helping customers achieve success with software solutions? ActivTrak is on the lookout for a Customer Success Manager (MME) to join our vibrant team and take charge of managing and growing our MME customer base. In this role, you'll be the driving force behind building strong customer relationships, ensuring satisfaction, retention, and expansion across a large portfolio of accounts. By leveraging innovative digital Customer Success methodologies, you’ll deliver proactive support and help seamlessly onboard new customers, all while optimizing their usage of ActivTrak's services. Your day-to-day will include conducting business reviews, monitoring customer health metrics, and identifying upsell opportunities to advocate for more value to be delivered to our customers. We value communication and collaboration so you’ll work closely with sales, support, and product teams to resolve customer challenges and drive strategic value. If you thrive in fast-paced environments, have experience with managing sizable books of business, and possess the drive to advocate for customer success, this could be your next big career move. At ActivTrak, we celebrate diversity and create an inclusive environment for all employees, and we’re excited to welcome you aboard this journey with us!

Frequently Asked Questions (FAQs) for Customer Success Manager (MME) Role at ActivTrak

What are the primary responsibilities of a Customer Success Manager (MME) at ActivTrak?

As a Customer Success Manager (MME) at ActivTrak, your primary responsibilities include managing a large portfolio of MME customers to ensure their success with our products and services. You will leverage digital customer success strategies for proactive support, oversee customer onboarding, drive product adoption, and monitor key customer health metrics. Engaging with at-risk customers, conducting business reviews, and identifying upsell opportunities are also crucial aspects of the role, all while collaborating with various internal teams.