About the position
The Customer Success Manager (CSM) is an individual contributor responsible for the operational delivery of all customer engagement activities for a portfolio of customer accounts. The CSM will be an expert on the customer workflow, integration, and configuration of each assigned account. This role delivers value to customers as the primary daily contact for their assigned customer accounts.
Responsibilities
- Becoming an expert in Human API’s product and what it means to deliver real customer success
- Being accountable for the onboarding, training, implementation, support, account management, renewals, expansions, and advocacy for all your customer accounts
- Being primary point of contact for the customer and escalation points
- Coordinating and managing solution implementation process
- Updating and monitoring key metrics for your assigned customer account portfolio
- Coordinating with Customer Operations to ensure the ongoing service and support for the customer portfolio
- Aligning Customer Success activities with customer and organizational goals
- Representing the voice of the customer and helping influence every core Product, Marketing, and Sales process
- Performing all other duties as assigned
Requirements
- Have expert written and oral communication skills, able to understand and speak to different audiences (internal and external)
- Have 5+ years in Customer Success, Account/Relationship Management, or similar roles
- Have meticulous record-keeping skills; highly organized and detail oriented
- Have the ability to manage multiple and concurrent (often competing) priorities
- Have advanced critical thinking and problem-solving skills, focus on continuous improvement
- Have technical competency and aptitude with software applications, tools, and internal systems
- Have empathetic and positive attitude with a desire to make customers successful
- Have effective project management and expectation setting, ability to prioritize and delegate task execution
Benefits
- Comprehensive, multi-carrier program for medical, dental and vision benefits
- 401(k) with match and an Employee Share Purchase Plan
- Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
