Customer Success Manager

$63,000 - $90,000/Yr

Mitchell Martin - New York, NY

Full-time

New York, NY

Administrative and Support Services

About the position

The Customer Success Manager will serve as a proactive partner for clients, focusing on driving success through product training, support, and strategic business conversations. This role emphasizes a deep understanding of customer relationship management (CRM) platforms to ensure clients achieve maximum value from their investments. The manager will oversee client onboarding, manage training sessions, and build lasting relationships to promote retention and identify growth opportunities.

Responsibilities

• Manage product onboarding for new clients, ensuring a seamless transition and adoption.
• Conduct virtual and in-person training sessions, showcasing product features, workflows, and best practices.
• Act as a product expert, guiding end-users to optimize their experience and reach their business goals.
• Serve as the main point of contact for assigned clients, ensuring their satisfaction and product success.
• Engage in strategic discussions to understand clients' needs, aligning solutions with their business strategies.
• Organize regular check-ins, quarterly business reviews, and develop success plans to deliver ongoing value.
• Develop a comprehensive understanding of the CRM platform, including configuration and integration features.
• Communicate client feedback to product and concierge teams, ensuring alignment and enhancements.
• Collaborate with teams to resolve inquiries, troubleshoot issues, and manage escalations as needed.
• Monitor and report on client health metrics, usage patterns, and engagement to identify growth or risk areas.
• Share insights with leadership and other teams, highlighting client trends, challenges, and areas for improvement.

Requirements

• At least 3 years of experience in customer success, ideally within a SaaS software environment.
• Strong communication and interpersonal skills to establish trust and rapport with customers at various levels.
• Quick learning ability and expertise in CRM platforms or similar technology systems.
• Analytical mindset, capable of interpreting data to uncover trends and opportunities.
• Collaborative and resourceful problem-solver with a proactive approach to challenges.

Nice-to-haves

• Experience working with CRM or ERP platforms.
• Bachelor's degree in Business, Marketing, Information Systems, or a related field is preferred.

Benefits

• A comprehensive benefits package is offered.