Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of strategic and enterprise client accounts throughout their lifecycle.

• Act as the primary strategic point of contact following implementation.

• Cultivate relationships with both executive and operational stakeholders.

• Conduct Quarterly Business Reviews, success planning sessions, and ongoing business assessments.

• Track customer health, engagement, satisfaction, and product usage.

• Identify potential risks and develop action plans to ensure customer retention.

• Promote the adoption of Vermont Systems products, services, and best practices.

• Suggest solutions, training, product functionalities, and service offerings that align with customer objectives.

• Collaborate with Product Management, Support, Professional Services, Sales, and other internal teams.

• Address issues, advocate for customer needs, and enhance the overall customer experience.

• Convert customer feedback into product improvements and business insights.

• Identify additional opportunities for products, services, and training.

• Work alongside Sales to explore renewal and expansion opportunities.

• Keep customer information, activities, and account health updated in the CRM system.

⛳️ Requirements

• Proven ability to establish trusted relationships with customers.

• Exceptional communication, organizational, and time-management skills.

• Strong problem-solving capabilities, active listening, and critical thinking skills.

• Ability to effectively communicate with both technical and non-technical audiences.

• Experience managing multiple customer relationships and competing priorities.

• Minimum of 3 years of relevant experience.

• Familiarity with Salesforce or a similar CRM platform.

• Dedication to providing an outstanding customer experience.

• Background in Customer Success, Account Management, Client Services, Consulting, or another customer-facing capacity.

• Experience in supporting customer retention, renewals, product adoption, or account growth.

• Experience engaging with parks and recreation organizations, municipalities, higher education, military organizations, or similar environments.

• Bachelor's degree or equivalent professional experience.

• Knowledge of RecTrac, WebTrac, and other applications from Vermont Systems.

• Eligible to work in the United States.

• No sponsorship required.

🏝️ Benefits

• Fully remote work opportunity within the United States.

• Access to a global network of skilled colleagues.

• Tools and support designed for success.

• Opportunities for delivering exceptional work and rapid professional growth.