Customer Success Manager

3 days ago

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AchieveIt

WebsiteLinkedInAll Job Openings

business planning • project managment • execution management • collaboration • performance management

11 - 50 employees

Founded 2012

☁️ SaaS

🏢 Enterprise

⚡ Productivity

Description

• AchieveIt helps customers execute their strategies and initiatives and gather actionable insights to grow their businesses. • Customer Success is imperative to our long-term profitability, dependent on delivering extraordinary value to customers. • Responsible for the retention and growth of customer relationships, implementation process, customer education, and long-term support. • A successful Customer Success Manager (CSM) brings product knowledge and communication skills to create a stellar customer experience. • CSMs manage day-to-day activities of assigned customers to deliver outstanding value and service. • A CSM must be goal oriented, organized, and self-motivated. • AchieveIt seeks a team player with initiative and the desire to help the team grow and mature.

Requirements

• Manage all phases of all assigned customers throughout their life-cycle. • Manage the Customer Implementation process, including product training, the customer’s account configuration and loading of plans • Lead all customer interactions via phone, online, or on-site meetings. • Manage the AchieveIt customer engagement model to drive excellent customer health • Provide system support and triage defects • Analyze customer data to consistently deliver value to our customers • Become a Subject Matter Expert (SME) on the AchieveIt software. Not just an understanding of how the software works, but how it operates in the real world. • Secure renewals and identify growth opportunities within each customer account • Communicate customer ideas to the product team to drive future system enhancements • Utilize technology to understand customer behavior and deliver excellent service and support • 3-5 years of Customer Success or client-facing experience supporting a SaaS product (Custom Support experience a plus) • Project Management experience (PMP a plus) • 4-year degree in a related field of study • Analytical and process-oriented mindset • Strong empathy for customers • Have excellent communication skills (verbal and written) • Have the ability to present, with ease, to large groups in person and through phone/Web meetings • Have basic knowledge of business processes and the desire to continue learning about business strategy and execution • Be an action-oriented team player with the desire to jump right in and start building strong relationships with customers • Be a self-motivated individual with the ability to manage your own tasks and schedule effectively • Be an adaptable individual with the ability to switch tasks quickly to address customer needs

Benefits

• 100% work from home (in-person team collaboration days once in a quarter) • Great hardware • Competitive salary • 15 vacation days (5 additional days at two years of service) • Up to 36 paid holidays (13 standard, 2 floating, & 21 additional company holidays) • Unlimited sick days (sick days do not count against PTO and include things like dentist visits and regular checkups – we want you to invest in staying healthy) • 401K (with matching), Medical, Vision, Life and Dental insurance • Short- and long-term disability insurance • Community events (team building, company parties, etc)