Customer Success Manager - Scaled

About the position

At JobNimbus, we believe in the hero's journey, and we invite you to embark on yours with us. As an Account Manager, you will act as a coach, ensuring that each customer realizes the maximum value of their journey with JobNimbus. Your role will involve understanding the customer’s buying reasons to drive value, validating product adoption, and helping customers achieve their business goals. You will manage customer relationships within a pooled model customer success team, focusing on the success of our SMB business segment.

Responsibilities

• Manage customer relationships as part of a pooled model customer success team.
• Own a large customer base and manage them collaboratively to drive product adoption and logo retention.
• Encourage adoption of new product features through scaled outreach and coaching.
• Proactively identify customers who aren’t maximizing JobNimbus and engage with them to drive adoption and expansion.
• Maintain shared ownership of customers from first contact to cancellation, coordinating action plans for cross-departmental support.
• Drive business and revenue growth by partnering with the expansion sales team and other services.

Requirements

• 2+ years of Customer Success, Implementation, Onboarding, Training, or relevant SaaS experience in a fast-growing company.
• Strong understanding of the scaled Customer Success approach and deployment strategies.
• Experience managing a large volume of accounts.
• Passion for driving product adoption using change management strategies.
• Highly adaptable in a fast-paced environment, comfortable with testing and learning.
• Excellent organizational skills with demonstrated follow-through.
• Great communicator, able to set expectations and manage tasks to completion.
• Ability to connect with business owners and contractors using our platform.
• Proven experience in problem-solving and teaching complex concepts simply.
• Motivated by Gross Logo Retention and Net Revenue Retention.

Nice-to-haves

• Willingness to run online workshops and create video or asynchronous content.
• Ability to drive forward new initiatives and projects.
• Extreme ownership and ability to operate in ambiguous situations.