Customer Success Manager

Northern Impact - Los Angeles, CA

Full-time

Los Angeles, CA

About the position

The Customer Success Manager will play a crucial role in ensuring long-term customer satisfaction and success for a leading B2B SaaS/DaaS provider in the construction equipment market. This position involves building strong relationships with clients, understanding their needs, and driving product adoption while serving as the primary point of contact between the company and its customers. The role requires proactive engagement with clients to troubleshoot issues, manage change requests, and collaborate with internal teams to align product development with client needs.

Responsibilities

• Develop expertise in the company's product offerings.
• Serve as the primary point of contact between the company and their customers.
• Proactively interface with multiple levels of client management, building rapport and strong professional relationships.
• Manage regular check-in calls to drive adoption, solve tactical issues, and identify product development/up-sell opportunities.
• Translate client requests into technical and/or engineering requirements.
• Take ownership of daily problems and issues, quarterbacking and managing internal teams from troubleshooting to completion.
• Work with customers to understand how best to use our services and provide valuable feedback to business and development teams.
• Help clients better understand the full potential of our products.
• Act as liaison between clients and the Product Development team.
• Manage backlogs and timelines on behalf of large enterprise clients.
• Oversee technical implementation details for each client (business rules, data processes, etc.), and ensure up-to-date documentation.
• Build presentation materials and present findings to small teams.
• Lead web-based trainings, conference calls and in-person client meetings.

Requirements

• BA/BS degree, with business-oriented concentration (e.g., economics, marketing, finance, engineering).
• 4+ years of professional experience, with at least 2 in a client-facing/account management role.
• A great professional communicator, both written and verbal.
• Solid technical skills (Excel and basic SQL).
• Expertise with PowerPoint and Salesforce.
• Proven track record of managing customer relationships effectively.
• Ability to respond to customer requests throughout the day.
• Exceptionally organized and detail-oriented.
• Ability to grasp technical concepts.
• Self-motivated and proactive, with a 'can do' attitude.

Nice-to-haves

• Candidates based in Eastern or Central Time Zones.
• Candidates who have relevant industry experience: construction equipment rentals.