Customer Success Manager

$70,000 - $80,000/Yr

Bravura Technologies - Sarasota, FL

Full-time - Mid Level

Sarasota, FL

Publishing Industries

About the position

The Customer Success Manager (CSM) at Bravura Technologies is responsible for fostering long-term relationships with clients, ensuring they maximize the value from the company's software solutions. This role involves proactive engagement with customers, onboarding processes, and acting as a liaison between clients and internal teams to drive adoption and resolve issues. The CSM will also identify opportunities for upselling and expansion, contributing to overall customer satisfaction and success.

Responsibilities

• Lead customer onboarding processes, ensuring smooth transitions and initial success.
• Develop and deliver training programs tailored to customer needs to promote effective use of Bravura Technologies' software.
• Serve as the primary point of contact for customers during the onboarding phase.
• Build and maintain strong, long-lasting customer relationships by understanding client needs and objectives.
• Regularly conduct check-ins, review progress, and discuss future goals with clients to maintain high satisfaction levels.
• Act as a trusted advisor by sharing best practices and providing strategic insights that align with customer objectives.
• Proactively monitor product usage to identify trends and opportunities for increasing adoption and value.
• Assist clients in optimizing their use of the software to maximize outcomes and ROI.
• Develop success plans in collaboration with customers to ensure they achieve their desired outcomes.
• Collaborate with technical support and product teams to resolve customer issues efficiently.
• Provide input on potential improvements to software based on customer feedback.
• Keep clients updated on software developments and product enhancements.
• Identify opportunities for upselling and cross-selling based on customer needs.
• Collaborate with the sales team to facilitate renewals and expansion of accounts.

Requirements

• Experience in Account management, or a related role in the software industry.
• Proven track record of managing customer relationships and driving customer satisfaction.
• Experience with SaaS or enterprise software solutions is preferred.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving abilities with a proactive approach.
• Ability to handle multiple customer accounts and prioritize effectively.
• Familiarity with CRM tools, customer success platforms, or related software (e.g., Salesforce, Gainsight).
• Understanding of software implementation processes.
• Ability to explain technical concepts in an accessible way.
• Bachelor's degree in Business, Communications, Computer Science, or a related field (or equivalent experience).

Nice-to-haves

• Background in technology or business is a plus.

Benefits

• Health insurance
• Paid time off
• Opportunities for professional development and growth
• A supportive, innovative, and inclusive company culture