Customer Success Manager

Summary

Join Expertise.com as a remote night shift Account Manager to mitigate churn, expand customer relationships, and drive revenue growth. You will manage customer health, develop account management strategies, communicate value delivery, and identify process improvement opportunities. This role requires proven experience in consultative SaaS or B2B sales with a track record of growing accounts and reducing churn. Strong communication, problem-solving, and stakeholder management skills are essential. Tech-savviness and proficiency in tools like G-Suite and Salesforce are also needed. While a bachelor's degree is a bonus, it's not required. The position offers remote work flexibility.

Requirements

• Proven experience in consultative SaaS or B2B sales with a demonstrated track record of successfully growing accounts and reducing churn
• Ability to work with multiple stakeholders and navigate complex relationship and sales processes
• Tech-savvy with ability to effectively use tools like G-Suite and Salesforce
• Self-motivated, driven, outcome-oriented, and effectively self-advocates
• Access to a reliable connection to the Internet, a quiet environment, and a well spec’d computer able to make high quality VOIP calls
• Native and/or bilingual English proficiency

Responsibilities

• Manage customer health: Analyze the health of assigned book of business which includes: listing/campaign performance, logins activity, and other indicators of healthy customers
• Create and execute an account management strategy: determine which accounts will need more active vs passive management, establish communication cadences based on assigned program, and collaborate with internal stakeholders to address at-risk accounts
• Communicate value delivery: analyze customer performance and create assets (decks, reports, emails, etc.) that demonstrate value received from Expertise.com, recommend strategies and best practices for customers to get more value from Expertise.com, and present findings as a business review on a cadence appropriate for the customer’s program
• Identify and act on opportunities for continuous improvement for internal and customer-facing processes

Preferred Qualifications

• A bachelor degree in marketing, business, or entrepreneurship
• Trait profile: coach-like ability to ask challenging questions, outside-the-box thinker and problem solver, communicates with candor and openness, entrepreneurial/growth mindset

Benefits

Remote work