Customer Success Manager

Legitscript - Portland, OR

Full-time - Mid Level

Onsite - Portland, OR

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager (CSM) at LegitScript is responsible for managing customer relationships and ensuring customer satisfaction through proactive engagement and effective communication. The role involves driving product adoption, providing training, and resolving issues to help customers achieve their desired outcomes. The CSM will work closely with Key Account Managers and serve as the primary point of contact for customers, ensuring a seamless experience and fostering strong relationships.

Responsibilities

• Collaborate closely with Key Account Managers to identify strategic opportunities and ensure seamless execution of deliverables for high-value clients.
• Independently analyze customer data and reports to identify trends, generate actionable insights, and provide strategic guidance to customers.
• Host calibration calls with customers, taking ownership of the meeting agenda, and fostering meaningful discussions to enhance customer relationships.
• Serve as the primary point of contact for all external communications related to service delivery, ensuring consistent, professional communication.
• Track client engagement and product adoption by monitoring user logins and product interaction metrics, identifying areas for improvement.
• Manage the onboarding process for new customers, ensuring a seamless transition and successful start to their journey with our product.
• Provide comprehensive training to customers and maintain an ongoing educational approach to maximize customer value and understanding of the product.
• Take full ownership of customer issues, ensuring they are resolved in a timely and satisfactory manner.
• Regularly reach out to customers to gauge their satisfaction, address concerns, and build strong, lasting relationships.
• Identify at-risk accounts and develop targeted re-engagement strategies to retain and nurture customer relationships.
• Act as a bridge between customers and the product team, gathering and communicating feedback to align product improvements and future features with customer needs.

Requirements

• Bachelor's degree in Business, Marketing, IT, or a related field, or equivalent experience.
• 5+ years of experience in account management, preferably within a tech, fintech, or software company.
• Proven ability to independently manage multiple clients and build strong, positive relationships.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to work collaboratively across multiple departments, including technical, sales, and support teams.
• Familiarity with CRM tools (e.g., Salesforce) and key account planning methodologies.
• Self-motivated, organized, and capable of working independently.
• Strong problem-solving skills and ability to quickly address and resolve customer issues.
• Passionate about delivering an exceptional customer experience.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid holidays
• Paid time off
• Vision insurance