Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of the client relationship once clients complete the implementation phase.

• Develop strategies informed by direct client feedback and data analysis to enhance the value clients gain from LMN.

• Drive renewal and expansion efforts while partnering with team members to create new opportunities.

• Establish and track customer health metrics to pinpoint churn risks and identify accounts that may require support.

• Review customer adoption trends in ChurnZero to determine which product experiences need simplification.

• Oversee the NPS process from beginning to end, collaborating with detractors to enhance their LMN experience.

• Serve as the customer advocate during assessments of core product, marketing, and sales processes.

• Deliver customer insights to optimize platform value and assist in expanding the customer base.

• Act as a liaison between Granum and a designated portfolio of accounts.

• Contribute to the development of SOPs for high-ARR accounts.

• Monitor and promote feature adoption, including organizing webinars and in-person events.

• Travel to support or facilitate educational success events such as BootCamps, tradeshows, webinars, and partner gatherings.

⛳️ Requirements

• Preferably 2+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing position.

• Strong executive presence and outstanding communication skills.

• Highly organized, detail-oriented, and collaborative.

• Capable of creating structure in ambiguous environments and designing effective processes.

• Proactive and action-oriented.

• Experience collaborating with cross-functional teams, including Sales, Product, Marketing, and Implementation.

• Proven ability to build and maintain relationships while reducing churn and promoting engagement and renewals.

• Empathetic, with a positive mindset and a strong desire to assist customers in achieving their objectives.

• Results-oriented approach, emphasizing speed and action.

• Strong analytical abilities with the capacity to convert data into actionable insights.

• Proficiency in Excel is preferred.

• Comfortable in a small company environment where teams operate swiftly and employees take on multiple roles in a dynamic setting.

• Candidates must possess proper work authorization to work for any employer in Canada or the U.S., without the need for sponsorship from the company.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage with various plan options available in the U.S.

• HSA/FSA accounts, along with disability and life insurance offered in the U.S.

• Employer-funded HSA-based benefits plan that includes drug, dental, and mental health coverage in Canada.

• 401(k) matching for employees based in the U.S.

• RRSP matching for employees located in Canada.

• Personalized career development discussions.

• Support for tools, courses, and resources for professional growth.

• Unlimited Paid Time Off.

• Paid company holidays.

• Company-wide winter break from December 24 to January 1.

• 10-15% bonus opportunity.