Customer Success Manager

Summary

Join ghSMART, a leading leadership advisory firm, as a Customer Success Manager to oversee the deployment and integration of our new Leadership Intelligence Platform. You will act as a liaison between clients and the product development team, providing essential insights and feedback for continuous improvement. This critical role drives client success and satisfaction, enhancing ghSMART's reputation and strengthening client relationships. You will ensure clients maximize platform value, contributing to the firm's growth. The position requires strong communication, relationship-building, and technical skills, along with 5+ years of relevant experience in a SaaS environment. ghSMART offers a competitive compensation package, including base salary, performance bonus, 401(k), and comprehensive benefits, with a remote work environment.

Requirements

• Excellent communication and relationship-building skills
• 5+ years of experience in customer success, account management, or related roles, preferably within a SaaS or technology environment
• Bachelor's Degree. Business or STEM related degree preferred
• Proven experience in customer success, client management, or a related field, preferably within a SaaS environment
• Technical acumen, with experience in API integrations and technical support
• Ability to analyze data and a results-oriented mindset with a focus on delivering high-impact, actionable insights
• Entrepreneurial mindset with a focus on innovation and client success
• Demonstrated ability to own, manage and complete projects with high quality results
• Collaborative team player who partners with senior leadership and cross-functional teams
• Commitment to integrity, ethical data use, and confidentiality

Responsibilities

• Ensure the successful adoption of the Leadership Intelligence Platform at our major clients
• Guide client and internal teams transitioning to the new leadership SAAS platform via demos, workshops, etc
• Collaborate with clients' technical teams to address integration challenges, providing ongoing support and training
• Monitor and report on platform performance and usage at clients, using data-driven insights to recommend improvements
• Achieve a customer satisfaction score of 90% or higher from key clients
• Build and maintain strong relationships with key stakeholders at client organizations, acting as the primary point of contact for platform-related inquiries
• Conduct regular check-ins and reviews with clients to ensure satisfaction and address concerns
• Develop and implement strategies to enhance client engagement and retention. Achieve a client retention rate of 95% or higher within the first year
• Develop strong relationships with ghSMART Client Managers (CMs) and Associate Client Managers (ACMs) for effective collaboration
• Engage with ghSMART consultants to understand their roles and contributions to client success
• Gather and analyze client feedback to identify areas for platform improvement
• Collaborate with the CPO and development team to prioritize and implement enhancements based on client needs
• Ensure effective documentation and communication of feedback to relevant teams

Benefits

• Base salary, annual discretionary performance bonus, 401(k) plan with an annual employer contribution, and a comprehensive benefits package
• Base salary of $120,000 - $135,000
• Annual discretionary performance bonus
• Remote work