Customer Success Manager

Summary

Join BombBomb as a Customer Success Manager (CSM) and build strong partnerships with mid-market to enterprise accounts. Leverage your product knowledge, business acumen, and industry expertise to ensure customer success and maximize their BombBomb investment. Act as a trusted advisor, aligning technology solutions with business goals and delivering tailored strategies for growth. This role requires curiosity, adaptability, and confidence in navigating unique customer challenges. You will manage and grow customer relationships, develop Customer Success Plans, monitor customer achievement against KPIs, and lead Executive Business Reviews. You will also drive customer outcomes, collaborate with internal teams, and maintain accurate CRM records. This position requires a customer-centric approach, data-driven accountability, and excellent communication skills.

Requirements

• Bachelor’s degree or equivalent experience
• 2+ years of experience in Customer Success, Account Management, Sales, or related fields, preferably with exposure to multiple areas
• 1+ years of experience working directly with executives, including presenting, negotiating, and relationship management
• Proven success in onboarding and implementing technical products for teams and organizations
• Demonstrated ability to manage complex customer relationships and drive measurable outcomes
• Familiarity with CRM tools (e.g., Salesforce) and proficiency with collaboration platforms (e.g., Slack, Zoom)

Responsibilities

• Manage and grow relationships across your assigned book of business, serving as the primary point of contact and ensuring a seamless customer journey from onboarding to renewal
• Partner with customers to develop Customer Success Plans, defining and tracking success metrics that align with their business objectives
• Monitor and measure customer achievement against success metrics and key performance indicators (KPIs) (e.g., product adoption, ROI), providing regular updates to stakeholders and sponsors
• Lead Executive Business Reviews (EBRs) to present progress, align on strategic goals, and identify opportunities for growth
• Drive customer outcomes by increasing product adoption, identifying opportunities for expansion or cross-sell, and mitigating churn risk
• Orchestrate cross-functional collaboration with internal teams (e.g., Product, Engineering, Sales) to resolve customer challenges, escalate issues, and enhance customer health and sentiment
• Demonstrate a deep understanding of BombBomb’s products and solutions, effectively communicating their value to address customer needs and opportunities
• Identify and execute strategies for renewals and incremental revenue growth, achieving or exceeding an 85% renewal rate across accounts
• Serve as the voice of the customer, streamlining communication between customers and BombBomb’s Product and Engineering teams to address customer needs and influence the roadmap
• Maintain accurate and up-to-date CRM records, tracking customer interactions, success metrics, and renewal pipelines
• Establish and execute personalized quarterly engagement strategies tailored to customer success metrics and business priorities
• Actively contribute to customer satisfaction by addressing issues promptly and ensuring a high standard of service delivery
• Build strong relationships with stakeholders at all levels, becoming a trusted and strategic advisor
• Leverage insights and metrics to monitor customer progress, identify opportunities, and proactively mitigate risks
• Apply deep product and industry knowledge to align BombBomb’s solutions with customer business goals
• Work closely with internal teams to deliver on customer goals, resolve challenges, and drive account growth
• Navigate unique customer challenges, providing tailored strategies that optimize adoption and utilization of BombBomb’s products
• Maintain meticulous records in CRM tools, ensuring transparency and alignment across teams
• Execute renewal strategies and identify opportunities for upsell and cross-sell to drive incremental ACV
• Present complex topics in a clear, approachable, and professional manner during meetings, reviews, and regular updates
• Prioritize tasks effectively to manage multiple accounts, projects, and initiatives in a fast-paced environment

Benefits

• Excellent Medical, Dental and Vision Benefits for you and your family
• Flexible Paid Time Off program
• 9 paid holidays
• 401k Plan with employer match
• Monthly Internet stipend
• New Hire Home Office set-up bonus
• Annual Education / Development for your career growth