Customer Success Manager

Concord Agency - Austin, TX

Full-time - Mid Level

Austin, TX

Credit Intermediation and Related Activities

About the position

As a Customer Success Manager at Concord, you will play a pivotal role in ensuring an exceptional customer experience for our clients. Reporting directly to the Head of Customer Success, your primary responsibility will be the end-to-end management of customer accounts assigned to you. This includes onboarding new clients, addressing support tickets, conducting quarterly reviews, providing training sessions, and generating reports on customer health and key performance indicators (KPIs). Your efforts will directly contribute to the overall satisfaction and retention of our customer base, which is crucial for our growth in the rapidly expanding Contract Lifecycle Management (CLM) software industry. In this role, you will be expected to provide outstanding account management by utilizing multi-user communication strategies, conducting regular training workshops, and facilitating periodic face-to-face meetings to ensure that clients are fully supported and informed. You will also be responsible for identifying growth opportunities within existing accounts, thereby expanding our reach and enhancing customer relationships. Your ability to efficiently manage customer inquiries through a ticketing system will be essential in maintaining a high level of service and responsiveness. Concord prides itself on its product-centric and customer-first approach, and as a Customer Success Manager, you will embody these values by actively participating in the company's practices and security policies. You will be part of a dynamic team that values hard work, transparency, and mutual support, allowing you to make a significant impact in a fast-paced environment.

Responsibilities

• Provide outstanding account management to current client base through multi-user communication, quarterly reviews, training, and issue resolution.
• Expand on current accounts and identify possible growth opportunities.
• Engage in onboardings for new customers, answering questions and providing training workshops as necessary.
• Utilize a ticketing system to organize and efficiently address customer issues and questions.
• Employ standard reporting on KPIs and customer health to leadership on a weekly basis.
• Collect and relay relevant feedback from customers to the appropriate teams.
• Actively participate in adhering to all company practices and security policies.

Requirements

• Minimum of 2 years in a customer-facing, customer success field, or similar.
• Experience with a SaaS product is a strong plus.
• Strong communication skills.
• Ability to collaborate with colleagues on various projects.
• Excellent technical and computer knowledge.
• Great organizational and time management skills.
• Local to Austin, TX, as this position is in-office.