Customer Success Manager

Summary

Join CrowdRiff as a Customer Success Manager and be the primary point of contact for clients, ensuring exceptional service and support. You will work closely with clients to understand their needs, help them achieve their business goals, and maximize the value they receive from our products. This pivotal role drives customer satisfaction, retention, and growth. Responsibilities include demonstrating value, managing churn risk, driving expansion and advocacy, and operationalizing the customer journey. The ideal candidate has 3+ years of experience in Customer Success or Account Management in a technology environment and experience managing a large portfolio of customers. CrowdRiff offers a competitive salary and benefits plan, including parental leave, extended learning opportunities, equity incentives, flexible work hours, generous vacation time, and travel perks.

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 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, but not limited to net retention targets, EBR cadence, Salesforce hygiene, and weekly call volumes
• You proactively manage your book of business by identifying at-risk accounts, and expanding reach-out in their organizations
• You run structured and effective EBRs with your clients on schedule
• You actively contribute to team growth (e.g. helping more junior team members, suggesting improvements to processes, resources, etc)
• You proactively come up with ways to improve the value our customers receive from our products
• Collaborating on the development of initiatives and process improvements that drive customer adoption and retention
• Renewal negotiations in order to maintain customers and ARR
• You anticipate issues and blockers proactively (with a client, a product issue, etc.) and make suggestions on how to overcome them
• You excel in verbal and written communication skills in both one-on-one and group settings
• You participate in direct group conversations around complex problems, goals and ideas
• You proactively identify the underlying business and emotional reasons for cancellation. Can manage cancellation scenarios with customers independently

Preferred Qualifications

• 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
• A customer-focused, proactive attitude with the ability to be empathetic, responsive, and resourceful

Benefits

• Parental leave
• Extended learning and development opportunities through our DevDollars program
• Equity incentives
• 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
• 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