Customer Success Manager
A little about our culture...
Point of Rental has been honored as one of Inc. 500's Best Places to Work in 2024! This recognition highlights our commitment to fostering a positive and engaging work environment.
About the position…
As a Customer Success Manager, you will be a trusted advisor to PoR customers, helping them succeed with our products and ensuring they receive maximum value from our solutions throughout their PoR Journey. You’ll be responsible for understanding customer requirements, driving adoption and retention, and delivering an EPIC experience with every interaction. This role reports to the Global Manager of Customer Success and works with stakeholders across the company in Sales, Support, Professional Services, Marketing, Product, Development, and Finance.
Duties & Responsibilities
- Manage all post-sales activities (some pre-sales activities will be required) for assigned customers through strong relationship-building, product knowledge, planning, and execution.
- Develop a trusted advisor relationship with customers to ensure goals are aligned from a business strategy perspective, and success metrics are identified.
- Work closely with your Account Manager counterparts to develop a joint success plan for your customers.
- Drive Customer satisfaction, adoption, retention, and reduce churn.
- Serve as the ‘voice of the customer’ and provide internal feedback on how PoR can better serve their clients to maximize value.
- Maintain an understanding of our products and the rental industry and consult with customers on how to achieve the best business results utilizing our products and services.
- Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews.
- Work closely with Product and Development on identification/tracking of feature requests.
- Handle escalations by following up on open cases and working across various teams to ensure issues are resolved.
- Participate in improvement initiatives for our existing approaches to customer engagement and account management.
- Identify Consulting opportunities.
Qualifications & Requirements
Experience & Skills
- Customer Success Experience: 2–5 years of experience in customer success,
account management, or a similar customer-facing role, ideally within a SaaS or
technology environment.
- Project Management Skills: 2+ years of experience in managing multiple
clients/projects, organizing tasks, and ensuring deliverables are met on time.
- Technical Aptitude: Demonstrable experience in understanding complex software or
technology solutions and communicating them effectively to customers.
- Analytical Skills: 1–3 years of experience in analyzing data, generating insights, and
making data-driven decisions to improve customer success metrics.
- Sales & Upsell Knowledge: 1–3 years of experience in identifying opportunities for
upsells, renewals, and expansions within existing accounts.
- Strong Communication Skills: 2+ years of experience in client communication and
managing relationships with diverse stakeholders.
- Relationship Building: Proven ability with at least 2 years of experience in developing
and maintaining strong, trusting customer relationships.
- Active Listening: Demonstrated experience in listening to customer concerns, with
1–2 years of experience addressing their needs effectively.
- Conflict Resolution Skills: At least 1 year of experience in managing and resolving
challenging customer situations with patience, empathy, and professionalism.
- Customer-Centric Mindset: At least 2 years of experience in understanding and
addressing customer needs to provide exceptional value.
- Problem-Solving Abilities: 2–3 years of experience in identifying challenges,
troubleshooting issues, and creating solutions.
- Goal-Oriented: 2+ years of experience in setting and working towards clear,
measurable customer success goals (e.g., retention, satisfaction, growth targets).
to manage customer interactions and track account health.
- Customer Success Platforms: Familiarity with customer success platforms (e.g.,
Gainsight, ChurnZero, Catalyst) and at least 1 year of experience managing portfolios
through such tools.
- Data Analysis Tools: Basic knowledge and at least 1 year of experience with tools
like Excel or Google Sheets, for analyzing customer data.
- Retention and Churn Management: Proven experience, with 2+ years in improving
customer retention rates and managing churn.
- Customer Health Monitoring: 1–3 years of experience in monitoring customer health
scores and taking proactive measures to improve them.
- Customer Satisfaction Metrics: 1–2 years of experience in tracking metrics like Net
Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort
Score (CES).
- Bachelor’s Degree: Preferred in business, marketing, communications, or a related
field.
- Certifications (Optional): Customer Success or project management certifications
(e.g., Certified Customer Success Manager, PMP) are beneficial.
In 1983, a team of NASA employees opened a rental store in Texas. True story. Existing rental technology was clunky, slow, and too unreliable for the new business owners who had previously worked on software for the lunar landing. Thus, Point o...
5 jobs
Subscribe to Rise newsletter
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
Sign up for our weekly
newsletter of fresh jobs
