Customer Success Manager

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

📋 Description

• Take ownership of the customer relationship following sales.

• Cultivate a trusted advisor relationship with customers.

• Deliver suitable business outcomes to help meet customer objectives.

• Ensure customers derive value through business insights rather than mere data.

• Serve as a customer advocate within the organization and communicate effectively with both internal and external stakeholders to guarantee customer retention and success.

• Engage with clients at the appropriate level according to Intouch’s client classification.

• Manage Hubspot as necessary.

• Oversee monthly customer invoicing promptly.

• Forecast customer volumes and monitor monthly project achievements.

• Handle contract renewals as needed.

• Execute a full range of onboarding tasks as specified by your business unit’s workflow.

• Conduct presentations and training sessions on our product suite.

• Work collaboratively with customers and internal teams to develop questionnaires using best practices in market research.

• Manage the appeals process and address client issues.

• Maintain responsibility for the project timeline.

• Identify client reporting requirements and assist in creating customized dashboards and reports as necessary.

• Educate customers about ongoing platform enhancements.

• Encourage cross-platform usage of products to identify upsell and cross-sell opportunities.

• Enhance the revenue of the existing client portfolio.

• Perform other duties as necessary to embody our Vision, fulfill our Mission, and adhere to our Values and guiding principles.

⛳️ Requirements

• Bachelor’s degree in a relevant field or equivalent experience.

• At least 3+ years of experience in Customer Success Management, Client Management, or Project Management.

• Detail-oriented with a demonstrated commitment to producing high-quality work.

• Proven ability to proactively add value in a team setting.

• Proficient in MS suite and Google suite, with experience using AI tools.

• Experience with customer-facing software solutions is preferred.

• Industry-specific experience, including survey creation, mystery shopping, or retail experience is a plus.

• Proficiency in French is advantageous.

🏝️ Benefits

• Equal employment opportunities for all employees and applicants.

• Prohibits any form of discrimination and harassment.

• Accommodations available upon request for candidates.