Customer Success Manager – Mid-Market

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

📋 Description

• Oversee a portfolio of Strategic & Growth clients throughout their post-sales customer experience, which includes kickoff, adoption, renewals, and advocacy.

• Recommend business processes to enhance adoption, retention, expansion, and value realization while proactively identifying and mitigating risks.

• Keep up-to-date with the evolving product and service offerings from Ncontracts.

• Collaborate cross-functionally with Product, Sales, Support, and other departments to foster discussions and drive results.

• Monitor and track the customer base while working with the account team on growth and upsell prospects.

• Prepare and present impactful, strategic Business Reviews, including those for executive leadership.

• Gain in-depth knowledge of Ncontracts SaaS software solutions and related services.

• Cultivate a broad understanding of customers’ businesses and their desired outcomes.

• Acquire working knowledge of the market and environment in which customers operate.

• Act as a trusted advisor for an assigned portfolio, promoting positive business outcomes, revenue retention, and expansion opportunities.

⛳️ Requirements

• A minimum of 3 years of demonstrated experience in Customer Success, Account Management, Business Development, or a similar client-facing role.

• Experience engaging with complex, multi-divisional, and geographically diverse customers.

• Proven track record in building relationships with customer C-Suite executives.

• Ability to influence and drive change effectively.

• Strong quantitative and qualitative analytical skills.

• Proficient in PowerPoint, Excel, and Word, with a willingness to learn new software.

• Capable of managing multiple competing priorities and limited time effectively.

• Collaborative and results-oriented mindset.

• Established history as a strategic Customer Success Manager.

• Enthusiastic about contributing to a successful company and product.

• Inquisitive, adaptable, and a proactive change agent.

• Ideal team player: driven, humble, and intelligent.

• Customer-centric approach.

• Legally authorized to work in the United States.

🏝️ Benefits

• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws.

• 11 paid holidays.

• Opportunities for community and social events.

• Mental Health Benefits.

• Comprehensive Medical, Dental, and Vision insurance.

• Company-sponsored Group Life Insurance.

• Company-covered Short- and Long-Term Disability.

• Flexible Spending Account & Health Savings Account.

• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice.

• Pet Insurance.

• 401(k) plan with company match, available from Day 1 of employment.

• 2 Paid Volunteer Time Off Days.

• A vibrant, fast-paced work environment.