Job Description

We are seeking a Customer Success Manager (REMOTE) for a full time and direct hire role with one of our amazing software partners. This is a remote role for someone located in the United States.

Overview :

We need a proven Enterprise Customer Success Manager to support customers and help accelerate onboarding and ensure the success of future customers at this product-led growth SaaS company that is scaling rapidly. This is a fast-paced and ever-changing environment where your creativity, knowledge and insight can bring about positive customer and company results. Their product is a mobile field inspections management platform for industries like water, gas and electric utilities, government and AEC (Architecture, Engineering and Construction).

Responsibilities :

• Your main responsibility will be to be a trusted advisor to customers, so you ensure their long-term success, retention, and growth. You will use your strategic skills to proactively deliver high-impact results for customers and for the company.
• Maintain a healthy portfolio of existing customers by ensuring customers continue to leverage their product. You will build and execute on a customer success plan to drive adoption, retention, and value. You will support them if they are falling behind, assist them operationally and celebrate their success.
• Successfully onboard new customers and quickly connect their initial reasons for purchasing and realizing the value. This includes building and executing on a customer success plan to drive adoption, retention, and value realization, and building use cases for marketing.
• Be a trusted product advisor that builds trusting relationships with customers by understanding their business and advising on the technical capabilities of this product to provide the most value and be the voice of your customer.
• Use value-driven and strategic conversations to drive customer's success. Retain and grow customers by assisting Account Executives in growing the value of your customer portfolio (book of business).
• Demonstrate the power of their product to connect with customers through targeted solutions to set clear expectations for all parties involved.
• Monitor customer portfolio by reaching out during onboarding, business reviews, expansion opportunities, etc. You will also connect about opportunities to get in front of potential challenges.
• Share all relevant feedback to cross-functional partners to continually improve the customer and employee experience.
• Maintain a level of technical expertise in the platform to build apps of medium complexity and to be able to audit and advise on applications best practices and improvements.
• Maintain proper documentation in internal system for accurate customer and activity records.
• Ensure that you are up to date on all current software releases and features by doing ongoing development and product education.
• Communicate professionally with customers and internal employees within a fast and friendly response time.

Requirements:

• Experience managing a book of business as a Customer Success Manager or Account Manager
• Previous SaaS industry experience with a proven track record of exceeding performance goals
• Experience working with Global 1000 Customers as an Enterprise Customer Success Manager)
• Experience with customer-focused QBR (Quarterly Business Review)
• Expert technical learning skills with a strong aptitude for understanding technical aspects of the product to design and communicate solutions that solve customers business problems.
• Act as a Solutions Architect and have a consultative approach to interact with technical and non-technical users.
• Able to partner with the sales team on a shared portfolio and create action plans that address near-term and long-term needs.
• Experience conducting strategy-based conversations that drive meaningful and valuable product usage.
• Experience using and configuring CRM tools and Customer Success Platforms (CSP) like ChurnZero, Catalyst, or Planhat.
• Project management experience and experience managing multiple work streams.
• Able to create data analytics through platforms like Excel, Power BI, Tableau etc.
• Experience working with GIS or Mobile Forms for the horizontal construction industries is a plus.
• Familiar with scripting languages like JavaScript is a plus.
• Experience working with and prioritizing multiple simultaneous internal and customer-facing work streams.
• Highly organized with the ability to prioritize tasks and meet deadlines with a quick turnaround in a fast-paced and high-performance environment.
• Excellent verbal and written communication skills with the ability to connect with and engage customers at multiple levels of organizations from the CEO to the individual contributors.
• A bachelor's degree is preferred.
  
  
  

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. You must be legally authorized to work in the United States without current or future sponsorship.

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