Customer Success Manager

The 20 - Plano, TX

Full-time

Plano, TX

Food Services and Drinking Places

About the position

As a Customer Success Manager (CSM) at The 20, you will be instrumental in building and maintaining strong relationships with clients, ensuring they receive maximum value from our products and services. This role involves understanding customer needs, collaborating with internal teams, and acting as the voice of the customer to drive satisfaction and success. You will report directly to the Chief Experience Officer (CXO) and play a key role in guiding clients towards achieving their goals while identifying opportunities for growth.

Responsibilities

• Serve as the primary point of contact for all customer account management needs, building strong, enduring relationships with clients at all levels.
• Develop deep, trusted advisor relationships with key accounts, proactively identifying their goals and helping them achieve success through our solutions.
• Ensure the timely and successful delivery of our services, tailored to each customer's unique objectives and requirements.
• Regularly communicate with internal management, providing updates on customer initiatives, and highlighting successes and areas for improvement.
• Anticipate customer challenges and proactively provide solutions to improve product adoption and usage.
• Track key account metrics, including growth, sales, retention, and satisfaction, while identifying trends and opportunities for account expansion.
• Work closely with Sales, Training, Onboarding, and Technical teams to ensure smooth customer experiences and identify upselling or cross-selling opportunities.
• Stay on top of industry trends and competitive intelligence, reporting valuable findings to leadership.
• Assist customers in developing go-to-market strategies, conducting Quarterly Business Reviews (QBRs), and driving revenue through successful partnerships.
• Travel to trade shows, customer visits, and conferences as needed to further build relationships and promote our solutions.

Requirements

• A BA/BS degree is preferred, but not mandatory.
• Previous experience in account management, sales, or client relations is essential, with a proven track record of success.
• Experience in managing national or large-scale client relationships and delivering customer-focused solutions.
• Exceptional communication skills with the ability to engage stakeholders at all levels, including executive and C-suite leaders.
• Proven ability to manage multiple client accounts simultaneously, with attention to detail and a commitment to quality.
• Strong negotiation and presentation skills, with the ability to deliver clear, persuasive presentations.
• Ability to quickly identify issues and propose effective solutions that meet both the customer's and company's needs.
• Comfort using CRM software (Salesforce, Zoho CRM, HubSpot) and Microsoft Office Suite to manage accounts and track performance.

Nice-to-haves

• Familiarity with tools such as MS Teams, HubSpot, and Kaseya product suite.

Benefits

• Fostering a culture of growth, collaboration, and mutual success.