Customer Success Manager – Global Trade

This is a fully remote position, open to applicants in New York, +2 more states.

📋 Description

• Collaborate with clients to establish success metrics and deliver educational initiatives throughout their engagement.

• Monitor progress towards achieving customer business objectives.

• Create and disseminate best practices along with Customer Success Plans.

• Work in partnership with Sales, Professional Services, and various internal departments.

• Assess customer health by analyzing usage data and escalate critical issues as needed.

• Utilize customer feedback to inform strategic modifications.

• Recognize and leverage opportunities for commercial growth.

• Suggest enhancements based on customer maturity and coordinate with the commercial team.

• Enhance customer retention and growth through customized engagement and teamwork.

• Utilize Gainsight and Salesforce for managing client data, sales pipeline, and financial forecasts.

• Develop and present comprehensive business plans.

• Provide updates on market trends and competitor activities.

• Act as a representative for Customer Success in cross-departmental meetings.

• Manage a portfolio of Concierge and/or Advisory customers.

• Educate customers on their product offerings.

• Oversee multiple projects to eliminate barriers impacting customer growth and retention.

⛳️ Requirements

• 8+ years of professional experience, with at least 3 years in customer success.

• A 4-year college degree is mandatory.

• A Master’s degree or equivalent qualification is preferred.

• Experience in Global Trade is necessary.

• Demonstrated strong business acumen and excellent communication abilities.

• Proficient in managing customer journeys, conflict resolution, and problem-solving.

• Background in cloud software solutions and cloud delivery models is essential.

• Preferably experienced in Salesforce user environments.

• Possess functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications.

🏝️ Benefits

• Flex My Way supportive workplace policies.

• Flexible work arrangements, including the option to work from anywhere for up to 8 weeks annually.

• Ongoing learning and skill enhancement through the Grow My Way program.

• Flexible vacation policies.

• Two company-wide Mental Health Days off.

• Access to the Headspace app.

• Retirement savings plans.

• Tuition reimbursement opportunities.

• Employee incentive programs.

• Resources for mental, physical, and financial well-being.

• Inclusion and belonging initiatives.

• Two paid volunteer days off each year.

• Opportunities for pro-bono consulting projects.

• Involvement in Environmental, Social, and Governance (ESG) initiatives.

• Comprehensive health, dental, vision, disability, and life insurance programs.

• 401k plan with company matching contributions.

• Competitive paid time off for vacation, sick leave, and safe time.

• Paid holidays, including two designated mental health days off.

• Parental leave policies.

• Sabbatical leave options.

• Optional hospital, accident, and sickness insurance fully paid by the employee.

• Optional life and AD&D insurance fully paid by the employee.

• Flexible Spending and Health Savings Accounts available.

• Fitness reimbursement programs.

• Employee Assistance Program.

• Group Legal Identity Theft Protection benefit fully paid by the employee.

• Access to a 529 Plan.

• Commuter benefits available.

• Adoption & Surrogacy Assistance programs.

• Access to Employee Stock Purchase Plan.