Remote Commercial Customer Success Manager

Summary

The job is for a Customer Success team member at Kustomer, a conversational CRM platform. The role involves managing customer relationships post-sale, handling a high volume of accounts efficiently, focusing on product adoption, identifying upsell and expansion opportunities, understanding customer KPIs, influencing the future of the platform, acting as an advocate for customers internally, expanding the list of referenceable customers, and possessing certain qualifications.

Requirements

• You possess a bachelor’s degree or equivalent professional experience
• 2+ years of Customer Success, Account Management, or Business Development with a technical SaaS product
• Experience working with a high volume of accounts that requires personal attention and relationship building along with attention to administrative detail
• Experience working with prospect or customer accounts
• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
• Highly organized - a project management, business development, or customer service background is a plus
• The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
• Experience with advocating for your customers’ needs within an organization and driving to solutions
• The capacity for creative problem solving
• Ability to use data and statistics to identify patterns and use them for enriching your recommendations for process/product improvements
• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications

Responsibilities

• Managing the end to end customer relationship post-sale including working with the Implementation team to oversee onboarding, answering customer questions, engaging throughout the customer lifecycle, and handling customer renewals
• Handling a high volume of customer accounts efficiently by automating outreach when necessary and seeking leading indicators of opportunity or risk to know where to focus your efforts
• Focusing on product adoption to ensure that our customers are seeing real value in our products. This will include call shadowing with customer users to understand how they use the product and educating customers in best practices
• Identifying upsell and expansion opportunities, sometimes working with Sales to close and sometimes owning yourself
• Understanding customer KPIs and business outcomes and working with them to achieve their goals using Kustomer’s products
• Influencing the future of the Kustomer platform by funneling customer feedback to the Product organization while proactively helping customers understand how we’re working towards solutions that exceed their expectations
• Acting as an advocate for the customer internally, quarterbacking any required communication with other team members, championing your own customers’ needs, and managing escalations as appropriate

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy