We are seeking a highly motivated and results-driven CSM to join our team. As a Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers during their initial onboarding journey as well as the renewal of those accounts.
Your primary focus will be on engaging with customers within their first 60 days, guiding them through the onboarding process, addressing challenges, and assisting them in achieving their goals using our platform.
The idóneo candidate will have a background in sales, and will have the mindset to coach and create a business partnership with the accounts in their book of business. The CSM will work closely with customers to foster strong relationships, drive adoption, and contribute to overall customer retention, and be a consultant to our customers.
What You’ll Do:
Reach out proactively to customers within their first day as a customer to understand their needs, challenges, and objectives.
Drive customer activation by guiding them through each benchmark of the onboarding journey,
including the 30 day checklist.
Provide personalized support and guidance to customers on-the-fly, adapting to their unique circumstances and requirements.
Troubleshoot issues and challenges faced by customers, collaborating with relevant teams to ensure timely resolution.
Motivate and encourage customers to stay committed to the onboarding process, fostering a sense of achievement and progress (complete the checklist and engage with the platform)
Share best practices and strategies with customers to help them achieve success with our platform.
Identify opportunities for customers to enhance their utilization of the platform, streamline internal processes, and secure more job wins.
Proactively prevent early customer churn by addressing concerns, resolving issues, and nurturing customer relationships.
Collaborate closely with sales, customer support, and product teams to gather insights and contribute to