Customer Success Manager

Summary

Join our Customer Success team as a CSM and play a key role in managing and growing our largest customer accounts, helping them achieve satisfaction with Firstbase's platform and service.

Requirements

• BA/BS degree or similar university level education; in lieu of degree, relevant skills or equivalent experience
• 2-5 years of customer relationship management experience, preferably in SaaS
• Track record of success in managing, retaining and growing revenue across a broad book of customer accounts
• Superior customer service and relationship skills
• Strong analytical and problem-solving skills
• Experience working with CRM and/or CS tools (e.g. Salesforce, Gainsight)
• Leadership in developing world class customer presentations/QBR leadership
• Ability to thrive in a fast-paced, dynamic environment
• Die hard drive to make customers successful

Responsibilities

• Work closely with our Onboarding Team to actively transition a customer into healthy adoption and consistent support process
• Establish consultative and trusted relationships with customers maintaining regular cadence of meetings and timely response to customer queries
• Ensure customer expectations are exceeded consistently
• Drive planning sessions to ensure customer is able to fully leverage Firstbase to meet their operational goals
• Own and drive renewal discussions and in partnership with our Account Executives drive upsell opportunities within Firstbase's existing customer base and your assigned customer portfolio to maximize retention rates
• Conduct quarterly business reviews with key customers to address key challenges and proactively plan upcoming events
• Elicit customer feedback on product to then act as internal advocate for our customers internally to help improve NPS
• Communicate regularly with the customer to evaluate satisfaction and escalate any areas of concern
• Develop best practices and process strategies that can be shared across the team