Customer Success Manager

$60,000 - $70,000/Yr

Point Of Rental Software - Fort Worth, TX

Full-time - Mid Level

Fort Worth, TX

Publishing Industries

About the position

As a Customer Success Manager at Point of Rental Software, you will act as a trusted advisor to customers, ensuring they derive maximum value from our products throughout their journey. Your role will involve understanding customer needs, driving product adoption, and enhancing customer retention while delivering an exceptional experience. You will collaborate with various stakeholders across the company to align business strategies and success metrics, ultimately contributing to customer satisfaction and loyalty.

Responsibilities

• Manage all post-sales activities for assigned customers through strong relationship-building and product knowledge.
• Develop a trusted advisor relationship with customers to ensure alignment of goals and success metrics.
• Collaborate with Account Managers to create joint success plans for customers.
• Drive customer satisfaction, adoption, retention, and reduce churn.
• Serve as the voice of the customer and provide feedback to improve services.
• Maintain product knowledge and consult with customers for optimal results.
• Conduct regular check-in calls and business reviews to enhance customer retention.
• Work with Product and Development on feature requests and issue resolution.
• Participate in initiatives to improve customer engagement and account management.
• Identify consulting opportunities.

Requirements

• 2-5 years of experience in customer success, account management, or a similar role in a SaaS or technology environment.
• 2+ years of project management experience managing multiple clients/projects.
• Demonstrable experience in understanding complex software solutions and communicating them effectively.
• 1-3 years of experience in data analysis and making data-driven decisions.
• 1-3 years of experience in identifying upsell and renewal opportunities.
• 2+ years of experience in client communication and managing diverse stakeholder relationships.
• Proven ability to develop and maintain strong customer relationships for at least 2 years.
• Demonstrated experience in active listening and addressing customer needs effectively.
• At least 1 year of experience in conflict resolution with challenging customer situations.
• 2+ years of experience in setting and achieving measurable customer success goals.

Nice-to-haves

• Familiarity with customer success platforms like Gainsight or ChurnZero.
• Customer Success or project management certifications (e.g., Certified Customer Success Manager, PMP).

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching (up to 4%)