Customer Success Manager

Summary

Join Espresa's growing team as a mission-critical Customer Success Manager (CSM)! As the primary post-sale contact, you will build trusted customer relationships, accelerating adoption, achieving strategic goals, and driving satisfaction and retention. The ideal candidate is enthusiastic, passionate about customer advocacy, and excels at fostering success through collaboration and proactive support. This role offers an exciting opportunity to build lasting client relationships while directly contributing to company success. The position requires 5+ years of experience in Customer Success, Account Management, or similar roles within a SaaS or technology environment, ideally supporting HR customers or benefits programs. The candidate should be proficient in various software applications and possess strong communication and project management skills.

Requirements

• 5+ years in Customer Success, Account Management, or similar roles within a SaaS or technology environment, ideally supporting HR customers or benefits programs
• Proven ability to drive customer adoption, achieve measurable outcomes, and build strong relationships with medium to large organizations
• Exceptional communication, project management, and interpersonal skills, with experience monitoring KPIs, analyzing customer sentiment, and providing actionable insights
• Proactive in identifying and resolving challenges, with a strategic perspective on operational efficiency and customer success
• Quick to learn complex software applications, with the ability to guide customers through setup and troubleshooting
• Comfortable steering conversations on common internet and software practices such as HTTPS, APIs, FTP, CSV file handling, and two-factor authentication (2FA)
• Project management experience and/or experience managing multiple projects with separate stakeholders at once
• Proficient in Microsoft Excel, including advanced functions such as pivot tables and VLOOKUP to generate and analyze customer reports and insights

Responsibilities

• Lead seamless onboarding and implementation processes, managing timelines and deliverables to meet customer objectives
• Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI
• Collaborate with Account Managers on account strategy to build cross-functional relationships, identify upsell opportunities, and support contract renewals
• Deliver training sessions and create resources to empower customer teams to maximize platform adoption and value
• Provide expertise on tailoring the platform to customer needs and resolve inquiries effectively
• Administer various aspects of the platform on behalf of customers throughout the customer journey, as necessary
• Understand and track customer strategy and challenges; align Espresa’s Platform with their internal narrative and desired outcomes to maximize insights and value
• Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success

Benefits

• Competitive compensation and benefits
• Opportunities for career growth and professional development
• A collaborative and innovative work environment
• Espresa offers a comprehensive benefits package that is competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, generous PTO, and more