Manager, Customer Success

As a Customer Success Manager at impact.com, you will be responsible for running platform training sessions, coordinating account management initiatives, and maintaining effective customer communications. You will handle escalation management by gathering feedback from clients, coordinate project/task management using tools like JIRA and SFDC, and drive commercial efforts for renewals and expansions. Your contributions will ensure that our clients experience stellar support and maximize their use of our platform.

To qualify for the role of Customer Success Manager at impact.com, you should have 2-3 years of experience in customer service, preferably in a B2B environment. A Bachelor's Degree in Business, Marketing, or a related field can be a plus. You should have a solid understanding of the digital marketing landscape, excellent time management skills, and a knack for problem-solving. Strong interpersonal skills and an enthusiasm for teamwork are essential to thriving in this role.

Successful Customer Success Managers at impact.com possess a mix of technical and interpersonal skills. A detailed understanding of the digital marketing ecosystem is crucial, as well as excellent communication skills for client interactions. Being a critical thinker, having great conflict resolution abilities, and staying organized in task management are key to thriving in this role. A proactive approach and flexibility will also empower you to overcome challenges effectively.

A typical day for a Customer Success Manager at impact.com involves a blend of training clients on the platform, managing communication related to ongoing initiatives, and working closely with your manager to align strategic plans. You might find yourself responding to client queries through email and Slack, documenting all communications in our systems, and collaborating with key stakeholders to track project progress using tools like JIRA. Each day offers unique challenges and opportunities to strengthen client success and relationships.

At impact.com, Customer Success Managers enjoy a range of compelling perks and benefits, including an unlimited PTO policy that allows for a healthy work-life balance. You’ll have access to private health insurance, flexible work hours, and opportunities for professional development. Additional perks include stock options, internet allowances, and a casual work environment—all designed to support your personal and professional growth.

When managing multiple customer accounts, it's crucial to assess urgency and impact. Start by categorizing tasks based on deadlines and the significance of each account. Use tools like calendars or project management software to keep track of deadlines. Communicate proactively with clients, updating them on your progress, so they know what to expect while ensuring you stay organized and focused on high-impact tasks.

In challenging customer interactions, it's essential to remain calm and empathetic. Take the time to listen to the customer’s concerns thoroughly before responding. Share your understanding and ensure they feel valued. If an immediate solution isn’t available, communicate your plan to escalate the issue or seek additional resources to address their concern. Always follow up to confirm resolution, strengthening the relationship in the process.

Effective communication with clients involves clarity, consistency, and active listening. Use tools like Slack and email for routine updates, ensuring clients are informed about key initiatives or issues. Schedule regular check-ins to foster deeper relationships, allowing you to gather feedback and address concerns. Always tailor your communication style to suit individual clients, enhancing trust and understanding.

Measuring the success of customer success initiatives can depend on various metrics such as customer satisfaction scores, renewal rates, and engagement levels with the platform. Regularly gather feedback through surveys and direct conversations to evaluate how well clients are leveraging the platform. Analyze data trends over time to ensure your strategies align with overall customer goals and to continuously refine your approach.

The most important quality for a Customer Success Manager is empathy. Understanding clients' perspectives allows you to address their needs and concerns effectively. Additionally, having a solution-oriented mindset and strong communication skills can help in building relationships and ensuring client success. Balancing strategic thinking with an empathetic approach fosters long-term partnerships.

Gathering and analyzing customer feedback can be done through surveys, interviews, and regular check-ins. Use feedback tools that allow clients to express their opinions about service, features, and their overall experience. Analyze this data to identify trends and common themes which can guide your strategies and improvements. Creating a feedback loop encourages clients to contribute, showcasing their input's importance.

When advocating for a customer internally, it's essential to clearly articulate their needs to relevant stakeholders. Share quantitative data and qualitative insights that highlight the issue’s impact. Propose actionable solutions or adjustments based on your findings and construct a compelling case for why the necessary changes should be prioritized. This approach builds trust with the customer and enhances internal collaboration for better outcomes.

Staying updated with industry trends involves continuous learning. Follow industry blogs, participate in webinars, and engage with communities online. Networking with peers at industry events can also provide valuable insights. You can subscribe to newsletters and join professional groups focused on customer success, giving you opportunities to share best practices and learn about emerging trends.

Training new customers involves a structured onboarding process that includes demonstration sessions, personalized training resources, and hands-on exercises. Tailor your approach based on the customer's level of familiarity with similar platforms. Be patient and encourage questions, ensuring they grasp the platform’s key features before applying this knowledge to real-world scenarios. This strategy enhances their confidence and success using the platform.

Technology serves as a crucial enabler in a customer success strategy. Using CRM systems helps maintain detailed insights into client interactions and preferences. Additionally, employing analytics tools allows for measuring customer engagement and satisfaction effectively. Adopting project management and communication tools streamlines workflows, ensuring that you are organized and responsive to customer needs, ultimately driving success.