Customer Success Manager

Qualifications:

• 2 6 years of experience Enterprise CSM/AM experience or marketing experience. Bonus points for people with experience in Marketing/Sales tech
• Proactive selfstarter with grit that can do what it takes to make the customer successful
• Proven track record of driving customer adoption and success within enterprise SaaS ideally in the GTM (marketing sales) space
• Deep level of customer empathy and patience
• Datadriven mindset with attention to detail and documentation
• Strong understanding of Customer Success best practices methodologies and tools
• Comfortable with technical concepts (manipulating HTML reporting bugs integrations with tools) and working with product/engineering teams

Nice to haves:

• Previous startup experience helpful
• Role responsibilities
• Own and run all customer onboarding processes
• Build relationships with current customers and promote usage and product adoption
• Diagnose and troubleshoot technical issues and bugs that arise
• Perform biweekly checkins with all customers to solicit feedback answer questions and support product usage
• Work closely with the product and engineering team to resolve customer issues and bugs that are surfaced by customers
• Help define and manage our pilot to annual contract conversion process
• Aggregate customer feature requests and product feedback and translate into prioritized product requirements
• Partner with Sales to narrow and refine ICP and help inform the overall sales process
• Drive customer expansion upsell and retention

customer onboarding processes,customer satisfaction,onboarding,marketing experience,data-driven mindset,onboarding process,upsell,retention,csm,html manipulation,customer empathy,diagnose and resolve technical issues,customer success management,customer feature requests,enterprise csm/am experience,driving customer adoption and success,product adoption,customer feedback,gtm decisions,troubleshoot technical issues,customer success,customer adoption,bi-weekly check-ins