Customer Success Manager

$90,000 - $120,000/Yr

Goanimate - San Mateo, CA

Full-time - Senior

San Mateo, CA

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager at Vyond is responsible for guiding and advising the company's largest customers to ensure successful implementation and ongoing value from the Vyond platform. This role involves close collaboration with Account Executives to develop strategic customer plans, enhance customer engagement, and drive product adoption. The Customer Success Manager acts as a coach, consultant, and product expert, focusing on customer satisfaction and loyalty while identifying opportunities for improvement and new use cases.

Responsibilities

• Serve as the voice of the customer in internal meetings, representing their needs accurately and effectively.
• Guide and coach customers and Account Executives on implementation and utilization of Vyond.
• Host virtual meetings with customers to discover and understand their needs and help them develop a Vyond onboarding process.
• Coach customers to be product experts and train their teams on Vyond Studio to enhance self-sufficiency.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Identify common customer challenges and actively suggest better solutions.
• Partner closely with cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Craft and adapt customer onboarding assets, working with product marketing to refine existing materials and create new ones.
• Develop brand ambassadors, obtain customer references, and participate in case studies and webinars with customers.
• Represent Vyond at industry conferences to connect with current customers and build relationships with prospective customers.

Requirements

• 5-7 years of experience in a customer-facing customer success, account management, or strategic consulting organization.
• Experience in SaaS is a benefit.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• Strong interpersonal skills and experience building strong internal and external relationships.
• Consistent track record of highly-professional customer service in a fast-paced, dynamic environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Excellent communication skills, both verbal and written.
• Experience building relationships across enterprise organizations, from C-suite to associate level.