Job Description

Your Role as a Customer Success Manager:

The Customer Success Manager owns the life cycle of their accounts, managing the customer from onboarding transition through renewals. The CSM will develop trusted relationships with customers to promote retention. The CSM is both an advocate and advisor for their customers. They are expected to communicate regularly with customers to provide account assistance and facilitate the adoption of new features to drive positive outcomes. The CSM works with cross-functional teams to ensure a customer's needs are addressed.

A Day in the Life of a Customer Success Manager:

• Own the customer experience: adoption and value of Appspace, customer satisfaction and retention
• Conduct frequent check-in meetings with assigned customers as prescribed to ensure smooth operation of our software and identify challenges, if applicable
• Drive subscription renewal and/or expansion process following prescribed process and utilizing appropriate tools and resources as needed
• Collaborate with fellow team members in sales and marketing as needed for larger expansion opportunities and leveraging select customers as sales reference and/or case studies.
• Promote customer awareness of new releases and features, provide insight through other use cases, and offer insightful reporting and analytics to continuously ensure maximum adoption and delight with Appspace platform
• Serve as the customer advocate, facilitating open discussions at all times
• Help resolve customer questions and/or find the answer working with internal teams strive to continuously learn and improve knowledge base
• Escalate support tickets as needed to ensure timely resolution of technical problems and until resolved, provide timely updates/communication back to the customer
• Deliver or arrange training sessions as needed for technical and non-technical users
• Communicate effectively and contribute to the broader CSM team best practices
• Product setup or configuration assistance

What You’ll Need:

• Ideal candidates will have at least 3-5 years professional work experience (post undergraduate) in a business development/account management/sales capacity with a particular emphasis on customer support, satisfaction, retention, and sales.
• Computer software industry experience preferred (SaaS)
• Excellent communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously
• Self-motivated, proactive with innovative ideas to inspire customer loyalty and adoption
• A collaborator who can quickly identify the correct internal resource and work closely with them to ensure customer’s needs are addressed quickly and completely.
• Familiarity with Salesforce
• Technically inclined and able to quickly pick up and train customers on software changes
• A degree in Business, Computer Science/Information Technology or related discipline is preferred.

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