Connectbase is hiring a
Customer Success Manager

Summary

The Customer Success Manager at Connectbase will play a crucial role in ensuring customers achieve their desired outcomes with our products and services by building strong relationships, reducing churn, identifying opportunities for upselling and cross-selling, and overseeing the onboarding process. The job requires a 4-year degree or equivalent work experience, 5+ years of customer-facing experience in a SaaS business, strong communication skills, project management skills, and the ability to handle challenging situations.

Requirements

• 4-year bachelor’s degree or commensurate work experience
• 5+ years of customer-facing experience such as Customer Success Manager or Professional Services Consultant in a SAAS based business
• Ability to communicate effectively about the technical product offerings
• Ability to effectively communicate with customers (and internal team members) at all levels of an organization that includes up to C level contacts
• Strong program and project management skills; able to handle multiple priorities simultaneously, often against compressed timelines
• Ability to professionally handle challenging situations

Responsibilities

• Act as a customer advocate, listening to their needs, building strong relationships, and ensuring they feel valued
• Guide new customers through the onboarding process, helping them become familiar with our products, and addressing their questions and concerns promptly
• Reduce customer churn by demonstrating the value of our products and identifying and addressing signs of dissatisfaction
• Identify opportunities for upselling and cross-selling, engaging with customers to understand their needs and suggesting relevant connections, products, or services
• Manage and enhance the overall Customer Success Strategy
• Understand and implement connections strategies for each customer within the portfolio
• Ensure all work is represented by tickets to ensure Customer Dashboards display a complete picture of requests and opportunities
• Own meeting agenda and follow-up, creating and distributing meeting agendas before all meetings, driving agendas throughout meetings, and creating and distributing meeting summaries post meeting
• Review and understand the contents of Release Notes prior to planned release such that the CSM is the point of knowledge for the customer
• Understand the high-level elements of the 4 core platform elements: Quote to Order, APIs, Data and Analytics, The Connected World Platform
• Monitor key alerting systems to ensure always up to date on platform challenges impacting customers within their portfolio

Benefits

• Competitive base salary based on your background and level of experience with an outstanding opportunity to learn while you perform and career advancement in a rapidly growing SAAS company
• Very generous benefits package including health, dental, vision, unlimited Vacation and 401(k)