Customer Success Manager l

$50,000 - $65,000/Yr

Infusion Software - Chandler, AZ

Full-time - Mid Level

Chandler, AZ

Administrative and Support Services

About the position

The Customer Success Manager at Keap is responsible for driving customer success by ensuring high levels of customer satisfaction and retention. This role involves managing customer relationships, advocating for their needs, and helping them achieve their business goals through effective use of Keap's products. The position requires a proactive approach to identify growth opportunities within the existing customer base and to maintain departmental standards for customer usage and retention.

Responsibilities

• Drive Customer Success by maintaining the department standards for customer usage
• Achieve customer retention goals with a monthly cancel percent of 63% or lower
• Expand AMRR of the existing customer base by managing revenue wisely and finding opportunities for growth
• Increase customer retention through review and assessment of their business goals
• Ensure the highest customer satisfaction and return on their investment in our product
• Define business objectives for the customer and develop a strategic direction for success
• Act as point-of-contact for customers, advocating for their interests and giving voice to their feedback

Requirements

• 2+ years of sales and marketing experience or small business coaching experience
• Experience managing a large client load or book of business
• Ability to demonstrate strong business insights
• Experience working with small businesses or have a small business background
• Knowledge of CRM technologies and methodologies
• Project management experience a plus
• Bachelor's degree preferred

Nice-to-haves

• Proficient knowledge of Keap products and features
• Ability to speak to Lifecycle Marketing to increase adoption
• Ability to build collaborative relationships with customers
• Strong communication skills for clear written and verbal messages
• Ability to assess risks, benefits, and considerations of alternatives
• Encouragement of a customer-focused mentality
• Ability to share project status updates easily
• Positive contribution to team dynamics
• Ability to manage change within the immediate team

Benefits

• Paid time off
• 401(k) matching
• Volunteer time off
• Paid sick time
• Free Keap app for personal use
• Above Market Pay
• Flexible PTO Plan
• DashPass Membership
• Financial Education Program through SmartDollar