Customer Success Manager

September 11

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Copper

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CRM that works for you.

Contact management • Lead management • Pipeline management • Opportunity management • Productivity

51 - 200

💰 $15M Series C on 2019-05

Description

• Support a pool of Copper’s most strategic customers • Act as a consultant in order to drive success and adoption conversations with our customers through discovery, workflow mapping, and feature training • Use coverage KPIs to work competitively within the cohort of supported customers, managing inbound opportunities while working creatively to generate outbound opportunities • Use outcome KPIs to maintain an excellent customer experience, while using customer feedback to help improve our SOPs • Help define and develop strategies to increase key feature adoption, identify risk, and increase retention • Partner with our Account Management Team to identify customer success and expansion opportunities amongst our shared book of business • Function as the voice of the customer, sharing feedback with Product and Engineering to ensure the platform scales in our customers’ best interest, while keeping Go To Market Strategy in mind • Contribute content within the Copper Community (Q&A, webinar hosting, education articles) • Become a subject matter expert on our product and our competition

Requirements

• 5+ years relevant work experience in a customer-facing customer success, account management or strategic consulting organization. • SaaS experience is preferred • Experience with customer success and relationship building through company hierarchies • Excellent communication skills (written/verbal) that are leveraged to address complex business issues and opportunities • Experience based 'Issue Resolution' skills that facilitate dialogue across all levels of a business including the C-suite • Demonstrable experience in maintaining and growing a recurring revenue portfolio • Empathy and understanding of customer’s best interests to ensure their experience with Copper validates their CRM vendor choice • Passion to exceed customer expectations while balancing the need to scale operations and resources