Customer Success Manager, WA

Colibri Group - Bellevue, WA

Full-time - Mid Level

Bellevue, WA

Merchant Wholesalers, Nondurable Goods

About the position

The Customer Success Manager plays a pivotal role in nurturing and maintaining relationships with partners post-sale. This position focuses on understanding the business goals of our clients, ensuring that the product or service provided continually aligns with and supports those objectives. The Customer Success Manager is responsible for delivering a superior experience, promoting satisfaction, and optimizing product adoption. The ultimate goal is to establish a referenceable customer base of enthusiastic fans who advocate for our services. In this role, you will serve as the primary point of contact and account manager for broker partners, associations, and/or schools. You will need to develop a deep understanding of customers' business goals and pain points. Collaboration with site staff is essential to provide oversight on external events such as open houses, career expos, and lunch & learns, while brainstorming new ways to drive engagement at campus locations. Delivering a white-glove service is a key expectation. You will own customer engagement from start to finish, which includes onboarding, nurturing, customer sales, account retention, and growth. It is crucial to ensure that customers have a clear path to promoting partnership benefits to drive direct enrollment and revenue. Developing a deep understanding of brand products, services, and systems to support partner needs is essential. You will establish, manage, and grow value-based relationships through exceptional communication and follow-through to ensure customer satisfaction, resulting in high customer retention. Additionally, you will serve as the voice of the customer to prioritize feature requests and platform improvements during product and brand discussions. This feedback loop is vital for improving our business solutions based on customer insights.

Responsibilities

• Serve as the primary point of contact and account manager for broker partners, associations, and/or schools.
• Collaborate with site staff to provide oversight on external events and brainstorm new ways to drive engagement at campus locations.
• Own customer engagement from start to finish, including onboarding, nurturing, customer sales, account retention, and growth.
• Ensure that customers have a clear path to promoting partnership benefits to drive direct enrollment and revenue.
• Develop a deep understanding of brand products, services, and systems to support partner needs.
• Establish, manage, and grow value-based relationships through exceptional communication and follow-through.
• Serve as the voice of the customer to prioritize feature requests and platform improvements.

Requirements

• Bachelor's degree in business administration or related field required.
• 2-3 years of experience in sales and account management, especially supporting B2B strategy in a B2C organization.
• Experience with HubSpot, NetSuite, and/or other CRM tools preferred.
• Experience with data-driven account management and familiarity working toward direct revenue targets.
• Strong work ethic and ability to manage elevated levels of volume across multiple customers and projects.
• Excellent verbal and written communication skills.

Nice-to-haves

• Familiarity with project planning and management skills.
• Comfortable working in a team environment while developing independent plans to achieve sales/revenue goals.