Customer Success Manager

Summary

Join Almabase, a bootstrapped company leading the alumni software space, and contribute to their mission of making education affordable. As a Customer Success Manager (CSM), you will be responsible for the complete post-sales customer journey, ensuring customer onboarding, adoption, retention, and advocacy. You will work closely with customers to understand their needs, train them on the Almabase product, and help them achieve their alumni engagement and fundraising goals. This role requires 1-2 years of SaaS B2B experience in a customer-facing role, excellent communication skills, and a strong understanding of software products. Almabase offers a competitive salary, equity options, and a unique work environment with a strong culture, transparency, and a focus on work-life balance.

Requirements

• At least 1-2 years of SaaS B2B work experience in a customer-facing role such as Customer Success, Customer Support, Account Management, SDR, BDR, Account Executive, etc
• Excellent written and verbal business communication skills
• Ability to communicate and foster positive business relationships
• Strong problem-solving skills, a technical and analytical aptitude, with the ability to quickly learn and adopt technical products
• An ability to understand a software product and its nuances very well

Responsibilities

• Accountable for the complete post-sales customer journey. (Onboarding → Adoption → Retention → Advocacy)
• Become the trusted advisor for each of your customers and help them achieve their alumni engagement and fundraising goals
• Build and maintain strong relationships with the champion and other key stakeholders
• Train customers on the product and leverage product workshops to ensure that they are equipped with knowledge about using Almabase
• Collaborate with customers to solve various use cases using the Almabase product
• Conduct regular check-ins & business reviews with your customers to ensure consistent engagement
• Own the churn prevention and expansion process for all your accounts
• Monitor at-risk customer behavior and carry out activities to retain them
• Proactively identify opportunities for expansion and contact customers for up-sell/cross-sell
• Identify customer insights and pain points and contribute to the product roadmap by providing active feedback to the product team
• Collaborate with the Marketing team to build customer case studies, testimonials, and referrals
• Accountable for training customers on using the product
• Documenting all customer conversations and information on our CRM
• An independent Customer Support team is responsible for responding to customers' questions while using the product. As a CSM, you are expected to be proactive in helping customers succeed, which is how the role differs from Customer Support

Preferred Qualifications

• Experience working with US customers would be great
• Experience with customer success software or CRM (like HubSpot) would be helpful. We use HubSpot

Benefits

• Strong Culture: We have a culture that we’re proud of. Read more on how our team feels about the company on Glassdoor ( here ). When you work at Almabase you get to work with amazing people that will help you grow to become the best version of yourself
• Transparency & Trust: An environment that trusts each individuals’ ability and creativity to achieve the best outcome for the team. High levels of transparency to help you get exposure to what’s happening across the business
• Great Salary & Equity: Along with competitive salaries, our top performers get stock options. As Almabase continues to grow, you’ll have a real opportunity to create wealth for yourself and your family
• More than just work: One big secret to our success (shhh… this is just between us) is finding the balance between work and play. We have plenty of activities throughout the year that help build esprit de corps – whether they are intense cricket/football/basketball matches, or fun-filled music/dance/trivia/game nights
• Food & Snacks: You’ll never have to worry about your hunger pangs. We provide tasty home cooked food & snacks at all times of the day
• Health insurance: We offer health insurance for you and your dependents
• Unlimited leaves: There is no ceiling to the leaves. Our only policy is that you use your good judgment
• The comfort of home: On a tiring day, if you want to take a break on a bed or if you want to jog & take a shower at work or play your hearts our on PS5 , you can do it all at Almabase