Customer Success Manager

$80,000 - $110,000/Yr

Altvia Solutions - Broomfield, CO

Full-time

Broomfield, CO

Personal and Laundry Services

About the position

Altvia is a growth-stage startup focused on building technology to transform the markets that transform the world. As the alternative investment industry rapidly adopts new technologies to drive improvements and efficiencies, we help our clients more effectively raise and deploy capital, optimize workflows, collaborate cross-functionally, and analyze performance across their investments as part of their path to the top. We are looking for a Customer Success Manager who understands the value of nurturing customer relationships. You will be responsible for strategically and actively managing named clients by building relationships with our clients and by working collaboratively with other teams at Altvia. You will serve as an advocate for our customers, providing a dedicated resource throughout their customer journey. In this role, you will own the overall relationship with assigned clients to ensure adoption, satisfaction, retention, and overall account growth. You will be the primary point of contact for clients through onboarding, implementation, training, renewals, and offboarding. This will include in-person visits, emails, and phone calls. You will bring a deep understanding of our products and industry to every client interaction to provide best practices and encourage retention and growth. Additionally, you will actively identify upsell opportunities to our clients and work with the sales team to help these opportunities come to fruition. You will also work with our Marketing team to create proactive content and community, including client communications, events, case studies, conferences, etc.

Responsibilities

• Own the overall relationship with assigned clients to ensure adoption, satisfaction, retention, and overall account growth.
• Own your client contract renewals and achieve quarterly gross and net retention targets.
• Be the primary point of contact for clients through onboarding, implementation, training, renewals, and offboarding, including in-person visits, emails, and phone calls.
• Bring a deep understanding of our products and industry to every client interaction to provide best practices and encourage retention and growth.
• Make clients aware of new features, new product releases, and new products.
• Actively identify upsell opportunities to our clients and work with the sales team to help these opportunities come to fruition.
• Help scope and sell add-on consulting engagements for our clients.
• Work with our Marketing team to create proactive content and community, including client communications, events, case studies, conferences, etc.

Requirements

• 3-5 years of experience in a client-facing role with proven success in building high-quality relationships with clients.
• Stellar written and verbal communication skills.
• The ability to think strategically as well as tactically to get things done to make our clients successful, including assessing a client situation, understanding risks, and creating a Success Plan for client growth and retention.
• An innate interest and curiosity in technology and understanding how to translate technology into the needs of our clients.
• An ambitious self-starter who has the desire for continuous improvement and the ability to work with minimal supervision in a fast-paced and always changing environment.
• A degree from a four-year university.

Nice-to-haves

• An understanding of Private Equity/Alternative Asset management.
• Experience with Salesforce.com.
• Experience in a SaaS company.
• Proficiency with Customer Success technology.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Vision insurance
• Flexible time off + 13 paid holidays
• Time off for volunteer work
• Donation matching
• Professional development stipend
• Dog friendly office
• Competitive compensation package including 100% paid coverage for the employee for Medical, Vision, Dental, Life, and Disability benefits and 50% coverage for Medical, Vision and Dental for dependents.