Customer Success Manager

📋 Description

• Take charge of the complete customer relationship, focusing on retention, renewal, and growth within your assigned accounts.

• Achieve renewal and expansion revenue targets connected to your portfolio.

• Facilitate Executive Business Reviews that demonstrate customers' return on investment, highlight recommendations, and pave the way for enhanced collaboration.

• Become the go-to product expert for your clients, aligning Quantum Workplace's platform with their unique business challenges.

• Provide continuous value by sharing product updates, industry trends, and effective use cases that drive results.

• Conduct product training sessions and showcase additional tools when opportunities for expansion arise.

• Act as an internal advocate for your customers, channeling feedback to Product, Sales, and Marketing teams to enhance their experience.

• Identify and nurture customer champions to generate referrals, references, reviews, and case studies.

• Collaborate on the development of the Customer Success team's playbooks and processes, fostering a team-oriented environment.

⛳️ Requirements

• Demonstrated success in customer success, account management, or sales within a SaaS context - OR HR experience with a strong interest in transitioning to customer success.

• Comfortable managing revenue goals and engaging in commercial discussions (including renewals, upsells, and pricing negotiations).

• Excellent communication abilities.

• Capability to translate technical product features into business outcomes that resonate with customers.

• Self-motivated with the ability to manage your own accounts, prioritize tasks proactively, and take initiative without waiting for direction.

• Detail-oriented approach that ensures no aspect slips through the cracks across multiple accounts.

• Nice to Have: Familiarity with Asana, HubSpot, or similar customer success/CRM platforms.

• Background in HR technology or knowledge of employee engagement, performance management, or talent workflows.

• Experience conducting Quarterly Business Reviews (QBRs) or Executive Business Reviews (EBRs) with stakeholders at the director level or higher.

• Familiarity with subscription-based contract negotiations.

🏝️ Benefits

• Health Insurance: We provide 3 options (one option with 100% of the premium covered by QW for employees) + Telehealth services.

• Dental & Vision: We pay 100% of premiums for employees.

• 401k: We match 100% of contributions up to 4%, and you're fully vested from day one.

• Parental leave.

• Paid Time Off (PTO).

• 13 paid holidays.

• A day off for your birthday.

• Summer hours.

• Remote work stipend for fully remote employees.