Customer Success Manager

Summary

Join Grace Hill as a Customer Success Manager and play a pivotal role in ensuring customer satisfaction and retention. This remote position requires building strong relationships with clients, understanding their needs, and driving their success with our products and services. You will be responsible for onboarding, product adoption, and proactively addressing customer issues. Data analysis and reporting are key aspects of the role, along with gathering customer feedback to enhance product development. Success will be measured by customer satisfaction, retention, and revenue growth. This is an outcome-based role contributing directly to the company's success.

Requirements

• Bachelor's degree in business, marketing, or a related field preferred
• Proven experience in a customer-facing role, such as customer success, account management, or sales
• Excellent communication, presentation, and interpersonal skills
• Strong problem-solving and analytical abilities
• Ability to understand and communicate technical concepts
• Proficiency with customer relationship management (CRM) and customer success tools
• A customer-centric mindset with a passion for delivering exceptional service
• Strong organizational and time-management skills
• Goal-oriented with a track record of meeting and exceeding customer success targets
• Must be willing to travel 30% of the time

Responsibilities

• Establish and maintain strong, trust-based relationships with key customers
• Regularly interact with customers to understand their goals, challenges, and overall satisfaction
• Serve as a primary point of contact for customer inquiries and escalations
• Collaborate with the Onboarding Specialists to develop onboarding plans and ensure successful product implementation
• Educate customers on product features and best practices to drive adoption and maximize value
• Monitor customer health indicators and proactively address issues to prevent churn
• Develop and execute customer success plans to ensure ongoing satisfaction and value realization
• Collaborate cross-functionally with other departments in Grace Hill such as Finance, Support, and Sales to assure Customer satisfaction
• Analyze customer data to identify trends, areas of improvement, and opportunities for enhancing the customer experience
• Create and deliver regular reports on customer success metrics
• Gather customer feedback and convey insights to the product and development teams for continuous improvement
• Collaborate with other departments to advocate for customer needs and help shape the product roadmap