Customer Success Manager

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

📋 Description

• Build robust relationships with clients by ensuring high engagement, aligning business goals, and delivering exceptional client service.

• Maintain an in-depth understanding of solutions, the client base, and industry best practices.

• Serve as a trusted advisor and advocate for clients who are adopting new platforms or services.

• Educate clients on the business value of solutions and the application of best practices.

• Deliver business insights through client value presentations, Quarterly Business Reviews, and various other methods.

• Spot growth and upsell opportunities and collaborate with the Account Executive for handoff.

• Evaluate customer health by tracking product usage, reported issues, and success metrics.

• Act as a liaison between internal COE teams to fulfill customer needs and devise solutions for client challenges.

• Recognize trends and communicate feedback internally to resolve underlying issues.

• Provide clarity on issue/request status throughout the resolution process and escalate as necessary.

• Engage in the customer life cycle from prospecting to renewal.

• Contribute to the development and enhancement of the CSM program.

• Manage customer account modifications, product setups, and billing inquiries or corrections.

• Collaborate with Sales and Learning & Development teams to facilitate customer training.

⛳️ Requirements

• Minimum of 2 years' experience in Customer Success, Account Management, or a similar client-facing role.

• Bachelor's degree (or higher) required, or an equivalent amount of industry experience.

• Self-motivated, high-energy individual who takes the initiative to address a problem/request and get tasks completed.

• Skillful in troubleshooting and resolving business and basic technical issues.

• Capable of effectively managing daily client communications, including escalations and problem-solving situations.

• Demonstrated ability to interface and consult proficiently and professionally with production teams, technology staff, sales representatives, and clients to provide comprehensive solutions.

• Must be able to work independently as well as collaboratively as part of a team.

• Shows enthusiasm for the customer experience and seeks opportunities to enhance customer satisfaction.

• Willingness to travel occasionally (up to 25% of the time).

• Strong analytical skills; experience in process improvement and project management is a plus.

• Excellent verbal and written communication skills, including both formal and informal presentations for clients and internal stakeholders.

• Demonstrates confidence and remains composed under pressure.

🏝️ Benefits

• Comprehensive compensation and healthcare packages.

• 401k matching.

• Paid time off.

• Opportunities for organizational growth through an online learning platform with guided career tracks.