A Customer Success Manager (CSM) is a self-starter who demonstrates an owner's attitude towards our clients. The CSM partners with clients to identify and meet business objectives, ensures clients receive maximum value from our solutions, and provides proactive support with the goal of promoting overall customer satisfaction, product adoption, retention, and revenue expansion. This position follows a hybrid framework and requires in-office presence at our Midtown Atlanta, GA office.
What you will do
Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service
Maintain a deep understanding of our solutions, client base, and best practices
Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service
Educate clients on business value of solutions and application of best practices
Provide business insights through client value presentations, Quarterly Business Reviews, and other methods
Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity.
Assess customer health by monitoring product usage, reported issues, and other success metrics
Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, marketing, finance, and product teams
Identify trends and relay feedback internally to appropriately address underlying issues
Provide clients full transparency on status of issues / requests from submission through resolution, working across teams and driving the escalation process as needed
Actively participate in the customer life cycle process, from prospect to renewal
Participate in CSM program development and improvement activities
Facilitate customer account changes, product set up and billing research/corrections
Work with Sales and other Learning & Development teams to facilitate customer training as needed
What experience you need
3-5 years of experience in a Customer Success, Account Management, or other Client-Facing role
Bachelor's degree (or higher) required, or the equivalent years of industry experience
Self-starting, high-energy go-getter who takes the initiative to own a problem/request and get things done
Ability to troubleshoot and solve business and basic technical problems
Ability to effectively manage daily client communications, including escalations and problem management situations
Proven ability to interface and consult proficiently and professionally with production teams, technology, sales representatives and clients to provide the total solution
Must be able to work autonomously and collaborate as part of a team
Displays passion for the customer experience and the desire to look for and uncover opportunities to improve customer satisfaction
Ability to travel occasionally (up to 25% of the time)
What could set you apart
Possesses strong analytic skills; process improvement and project management capabilities a plus
Excellent verbal and written communication skills, including formal as well as informal client and internal presentations
