Customer Success Manager

About the position

As a Customer Success Manager, you'll be managing a group of 30 to 40 clients in Convoso's fast growth segment. Key priorities include proactively managing risk and driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

Responsibilities

• Establish meaningful strategic partnerships with our clients, to ensure valuable outcomes and experiences for their organization and their customers.
• Identify, deliver and communicate ROI for our clients, throughout the customer lifecycle.
• Serve as the customer's trusted partner on use-case and Customer Success industry best practices.
• Build relationships with key stakeholders in the customer's organization to enable an outstanding end-to-end customer experience and to identify and take immediate action on any potential risk or concerns.
• Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) focused on senior executives to ensure Convoso is aligned with their priorities and goals.
• Work cross-functionally within Convoso to identify opportunities and risks, and to present recommendations and solutions to the customer.
• Serve as an important source for information regarding the customer's business needs and provide internal feedback, working closely with other internal cross-functional stakeholders, as well as leadership.
• Partner internally with Account Executives to identify potential cross-sell and upsell opportunities and to enable seamless renewals.
• Represent Convoso as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities.

Requirements

• 5+ years as a CSM in a SaaS environment (Call center, performance marketing, and/or telephony experience - strongly preferred).
• Familiar with CRM platforms (such as Totango, Gainsight or Churnzero) user interfaces and the general hierarchy of account management.
• Proficient with tools like Excel, Word, G-suite, Confluence, Zendesk etc.
• Capable of online presenting and demoing software.
• Able to gather empirical data to create an objective case analysis.
• Proactive with client engagement, projects, and communication.
• Organized and able to execute objectives in a timely manner.

Benefits

• Competitive compensation package
• Stock options
• 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• 401k program with generous company match
• No cost Employee Assistance Program and Travel Assistance
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues!