Remarcable - Omaha, NE
posted 3 months ago
As a Customer Success Manager (CSM) at Remarcable, you will play a pivotal role in ensuring our customers achieve maximum value from our platform. Your primary responsibility will be to onboard, retain, and grow customer accounts, directly impacting customer satisfaction, product adoption, and overall company growth. You will work closely with clients to help solve their problems and ensure their satisfaction while they are active accounts with us. This role involves conducting demonstrations, training sessions, and regular check-ins with customers to ensure they are fully utilizing our services. In this position, you will guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of our platform. Building and maintaining strong, long-lasting relationships with key stakeholders in customer organizations will be essential. You will serve as the primary point of contact for customer inquiries, providing prompt and effective resolutions. A deep understanding of our platform's features and functionality will enable you to provide expert advice and solutions to customers, conducting regular training sessions and webinars to educate them on new features and best practices. As a customer advocate, you will share feedback and insights with the product, sales, and engineering teams to drive continuous improvement. Proactively identifying potential issues and opportunities for improvement will be crucial in addressing them before they impact customer satisfaction. You will monitor customer health metrics and usage data to identify at-risk accounts and engage proactively to prevent churn, driving customer renewals and contract extensions while identifying opportunities for upselling and cross-selling. Documentation will also be part of your responsibilities, assisting in creating training courses and educational materials to support hands-off customer success initiatives. Collaboration with the sales team will ensure a smooth transition between the sales and onboarding process, while working with the product team will influence the product roadmap based on customer feedback.