Remote Customer Success Manager

Summary

The job is for a Customer Success Manager at CrowdRiff, a visual storytelling solutions company. The role involves managing customer relationships, ensuring satisfaction and retention, and driving growth. The ideal candidate should have 3+ years of experience in Customer Success or Account Management in a technology environment.

Requirements

• 3+ years of experience in Customer Success or Account Management in a technology environment
• Experience managing a large portfolio of customers and are proficient in using data to make decisions to help with your prioritization
• Experience in a consultative sales environment and can effectively assess a customer for budget, authority, need, and timeline to ensure you are proposing the right solution or finding upsell opportunities
• Confidence speaking and presenting to Manager/Director/VPs of Marketing or Social Media
• A flexible schedule - you may work across multiple time zones
• Customer-focused, proactive attitude with the ability to be empathetic, responsive, and resourceful
• Experience with Salesforce

Responsibilities

• Demonstrate value, manage churn risk, drive expansion and advocacy, capture our customer's voice, operationalize customer journey, maintain expected levels of CSM KPIs including net retention targets, EBR cadence, Salesforce hygiene, and weekly call volumes
• Proactively manage your book of business by identifying at-risk accounts, expanding reach-out in their organizations, running structured and effective EBRs with clients on schedule, contributing to team growth, coming up with ways to improve the value our customers receive from our products

Benefits

• Competitive salary and medical/dental/vision plan
• Well-being & growth: parental leave, extended learning and development opportunities through our DevDollars program, equity incentives
• Flexibility at work: Feel-good Fridays with every other Friday off in summer, No-meeting Fridays year-round, Work from home allowance + Flexible work hours, Regular team socials & team events
• Travel: Up to 8 weeks of vacation, Up to $3000 towards your next trip, Travel and work from a country of your choice for 90 days, Access to a personal travel concierge