Customer Success Manager

Summary

Join AchieveIt as a Customer Success Manager (CSM) and play a vital role in ensuring customer retention and growth. You will manage all phases of the customer lifecycle, from implementation and training to ongoing support and identifying growth opportunities. As a CSM, you will be responsible for leading customer interactions, providing system support, analyzing customer data, and becoming a Subject Matter Expert on the AchieveIt software. Success in this role requires strong communication, analytical, and problem-solving skills, along with a proven track record in customer success or client-facing roles within a SaaS environment. AchieveIt offers a remote work environment with excellent benefits, including competitive salary, comprehensive health insurance, generous paid time off, and opportunities for professional growth.

Requirements

• 3-5 years of Customer Success or client-facing experience supporting a SaaS product (Custom Support experience a plus)
• Project Management experience (PMP a plus)
• 4-year degree in a related field of study
• Analytical and process-oriented mindset
• Strong empathy for customers
• Have excellent communication skills (verbal and written)
• Have the ability to present, with ease, to large groups in person and through phone/Web meetings
• Have basic knowledge of business processes and the desire to continue learning about business strategy and execution
• Be an action-oriented team player with the desire to jump right in and start building strong relationships with customers
• Be a self-motivated individual with the ability to manage your own tasks and schedule effectively
• Be an adaptable individual with the ability to switch tasks quickly to address customer needs

Responsibilities

• Manage all phases of all assigned customers throughout their life-cycle
• Manage the Customer Implementation process, including product training, the customer’s account configuration and loading of plans
• Lead all customer interactions via phone, online, or on-site meetings
• Manage the AchieveIt customer engagement model to drive excellent customer health
• Provide system support and triage defects
• Analyze customer data to consistently deliver value to our customers
• Become a Subject Matter Expert (SME) on the AchieveIt software. Not just an understanding of how the software works, but how it operates in the real world
• Secure renewals and identify growth opportunities within each customer account
• Communicate customer ideas to the product team to drive future system enhancements
• Utilize technology to understand customer behavior and deliver excellent service and support

Preferred Qualifications

• Custom Support experience
• PMP

Benefits

• 100% work from home (in-person team collaboration days once in a quarter)
• Great hardware
• Competitive salary
• 15 vacation days (5 additional days at two years of service)
• Up to 36 paid holidays (13 standard, 2 floating, & 21 additional company holidays)
• Unlimited sick days (sick days do not count against PTO and include things like dentist visits and regular checkups – we want you to invest in staying healthy)
• 401K (with matching), Medical, Vision, Life and Dental insurance
• Short- and long-term disability insurance
• Community events (team building, company parties, etc)