Customer Success Manager

About Our Client

Our client serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion for ensuring the reliability of critical assets. The team is composed of dedicated professionals, including world-renowned engineers and distinguished business leaders, all working toward a shared mission: to shape the future of predictive maintenance. As the company continues its rapid growth, it is seeking talented individuals to contribute to this journey.

About The Role

Our client is expanding quickly and looking for a **Customer Success Manager** to serve as a trusted advisor to customers, ensuring successful partnerships. This role is key in demonstrating value to customers, acting as their primary point of contact, and advocating for their success across the organization. Success in this position requires a strong focus on customer objectives, teamwork, exceptional collaboration skills, and the ability to think critically. The ideal candidate can effectively manage shifting business demands and prioritize tasks accordingly.

Responsibilities

– Build strong relationships with customers and take ownership of each account in the portfolio to ensure satisfaction.

– Develop deep knowledge of company products and value propositions.

– Monitor account health and key performance indicators to drive continued adoption and alignment with customer objectives.

– Identify and proactively address churn risks.

– Develop and present strategic success plans that align with customer expectations.

– Maintain strong CRM and territory management skills with a high level of organization.

– Participate in customer meetings and quarterly business reviews, presenting progress on key success criteria.

– Serve as the primary point of contact for customers, leveraging internal teams to resolve concerns and enhance the customer experience.

– Facilitate onboarding, training, and initial user setup for customers.

– Meet retention and sales targets on a quarterly basis.

Qualifications

– 4+ years of experience in account management or customer success.

– 2+ years of experience selling additional products and services to existing accounts.

– Proficiency with CRM platforms (Salesforce strongly preferred).

– Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.

– Strong active listening skills with the ability to understand and address customer needs.

– Experience in strategic customer consulting, success planning, and achieving desired outcomes. – Proven track record of exceeding retention and expansion quotas.

– A growth mindset, with a commitment to learning, continuous improvement, and excellence.

– Strong organizational skills, ability to prioritize tasks effectively, and manage time efficiently.

– A team-oriented approach, with a focus on collaboration and accountability.

Ability to work independently with minimal supervision.

– Professional demeanor, excellent communication skills, and the ability to provide exceptional customer service.

– Understanding of how different teams contribute to the success of the organization and a willingness to step in and support as needed.

What’s Offered

Our client is a remote-first, rapidly growing startup providing a cutting-edge condition monitoring platform for the industrial manufacturing sector.

– Competitive compensation package, including share options.

– Flexible work schedule.

– Comprehensive benefits package, including 401(k).

– Opportunity to make a meaningful impact every day.

– A dynamic and expanding team environment.

– Unlimited PTO. This is a distributed team with remote employees across the United States.