Customer Success Manager
Job Description
About Our Client
Having surpassed $250M ARR and continuing to grow, the hiring company is a leading audit, risk, ESG, and InfoSec platform on the market. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage the award-winning technology to move their businesses forward with greater clarity and agility. The company has garnered high praise from its customers, consistently earning top ratings on platforms like [G2.com](http://G2.com) and Gartner Peer Insights.
In this dynamic environment, team members inspire each other to innovate and take pride in their output. Each day is spent devising new ways to assist customers while contributing positively to the overall success of the organization and surrounding communities. The culture is centered on collaboration and breaking through barriers to develop the most loved audit, risk, ESG, and InfoSec platform. This dedication to excellence has contributed to being recognized as one of the 500 fastest-growing tech companies in North America for the sixth consecutive year by Deloitte.
Why This Role is Exciting
In the role of **Customer Success Manager**, you will be pivotal in ensuring customer satisfaction and success. As the primary point of contact for clients, you will collaborate closely with them to understand their needs, maximize the value derived from provided products and services, and foster long-term relationships. This position offers a fantastic opportunity to impact the growth of a flourishing organization and positively influence the lives of clients.
Responsibilities
– **Account Management:** Develop and maintain strong relationships with key customer stakeholders, creating strategic plans that align with business objectives to drive mutual success and growth.
– **Product Knowledge:** Stay updated on product enhancements and features, offering customers insights on effectively leveraging solutions to meet their specific requirements.
– **Issue Resolution:** Proactively identify and address customer concerns while collaborating with internal teams to ensure prompt and effective problem-solving.
– **Feedback Collection:** Gather customer feedback and insights, advocating for customer needs within the organization to facilitate product improvements.
– **Training and Education:** Conduct group sessions to empower customers to leverage the full value of provided products and services, offering ongoing education and support through various channels.
Attributes for a Successful Candidate
– _3+ years of experience_ in Customer Success, Account Management, or a related field, with a proven track record in managing complex customer relationships in a B2B SaaS environment.
– _1+ years of direct experience_ with relevant modules, data load processes, and advanced configurations preferred.
– Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all levels of the organization.
– Ability to interface effectively with C-level executives to drive program strategy and ROI.
– Familiarity with customer success tools like Gainsight, Salesforce, or equivalent platforms is a plus.
– Self-motivated and proactive, capable of working independently and managing uncertainty effectively.
– _Willingness_ and _ability_ to _travel_ within the U.S. and Canada as needed.
Company Values
– **Customer Obsession:** Focus relentlessly on listening to and understanding customers as the foundation of all activities.
– **Win, Together:** Strive for excellence while supporting colleagues’ success.
– **Gritty Resilience:** Thrive in a fast-paced, dynamic environment, balancing immediate priorities with strategic goals.
– **Personal Improvement:** Maintain eagerness to share insights, seek feedback, and continuously learn.
– **Constant Innovation:** Challenge the status quo and drive enhancements.
Perks
– Launch a career at one of the fastest-growing SaaS companies in North America!
– Live your best life (LYBL)! $200/month for anything that enhances your life.
– Flexible remote and hybrid work options, plus lunch provided in the office.
– Comprehensive employee health benefits (all locations).
– 401K with match (US) or pension with match (UK).
– Competitive compensation and bonus program.
– Flexible vacation policies (US exempt & CA) or 25 days (UK).
– Time off for your birthday and for volunteering activities.
– Access to employee resource groups.
– Opportunities for team and company-wide gatherings.
Compensation
$108K – $162K • Includes Bonus