Customer Success Manager
September 19
Description
• Responsible for all aspects of the customer relationship post-sale and throughout the customer lifecycle • Become the customer’s primary point of contact and their trusted advisor • Lead customers through a positive onboarding experience and deliver ongoing education • Work closely with Sales, Product and Support teams to share learnings and insights • Manage onboarding curriculum and provide feedback for improvement • Manage Customer Success Hubspot process • Handle email and phone communication with customers • Proactively identify and engage with customers • Report on customer health and align with Sales on up-sell opportunities • Serve as a backup for Support lead as needed • Escalate customer bugs and feature requests to product team • Organize, write and deploy newsletters and product release emails • Own the product knowledge base • Recognize and confirm opportunities for customer testimonials and references
Requirements
• 2+ years of experience in a similar customer facing role in Customer Success and/or Account Management • Excellent writing and verbal communication skills • Strong empathy for customers and passion for revenue and growth • Understanding of software and technology with an eye towards benefits to end users • Analytical and process-oriented mindset • Excellent organizational and time-management skills to coordinate across teams • Flexibility and comfort in a fast-paced environment with rapidly changing business needs • Willingness to take direction and feedback • Preferred: Experience with Hubspot and JIRA • Preferred: Previous experience with SaaS based solutions
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