Customer Success Manager

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

📋 Description

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

• Establish trusted relationships with both executive and operational stakeholders while understanding customer objectives and success metrics.

• Facilitate Quarterly Business Reviews, success planning meetings, and regular business evaluations.

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

• Recognize potential risks and coordinate action plans to enhance retention efforts.

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

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

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

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

• Convert customer feedback into product improvements and valuable business insights.

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

• Work alongside Sales to explore renewal and expansion prospects.

• Keep precise records of customer information, activities, and account health in the CRM.

⛳️ Requirements

• Proven ability to cultivate trusted customer relationships.

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

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

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

• Experience in managing multiple customer relationships and navigating competing priorities.

• At least 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 role.

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

• Familiarity with parks and recreation organizations, municipalities, higher education, military organizations, or similar customer environments.

• Bachelor’s degree or equivalent professional experience.

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

• Valid working rights in the United States.

• No requirement for sponsorship.

🏝️ Benefits

• A global network of skilled colleagues.

• Access to tools and support to enable excellent work and rapid growth.

• Flexible remote work arrangements.