Customer Success Manager

Summary

Join Marble's dynamic team as a Customer Success Manager and play a key role in ensuring customer satisfaction, retention, and growth. You will gather and analyze customer insights to optimize the customer lifecycle and drive continuous improvement. As a core member of the Customer Success Team, you will manage onboarding, retention, and expansion of customer accounts. This role requires strong customer relationship skills, analytical abilities, and experience in a fast-paced environment. You will collaborate with various teams to enhance the customer journey and contribute to the company's success. Marble offers a competitive compensation and benefits package, including health benefits and remote work opportunities.

Requirements

• Minimum 4 years in a high-performance account management capacity with proven results driving satisfaction and revenue
• Strong project management and organizational skills
• Experience in a fast-paced environment
• Experience managing a large portfolio of clients with multiple and varied needs
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies
• Exceptional communication and interpersonal skills, with a customer-first mindset
• A proactive problem-solver who thrives on driving results and continuous improvement
• Ability to work collaboratively in a team-oriented environment and manage multiple priorities effectively

Responsibilities

• Build and maintain strong customer relationships, acting as a trusted advisor and advocate
• Proactively identify and resolve issues to ensure a seamless customer experience
• Leverage customer feedback and data (e.g., NPS) to provide actionable insights and drive process improvements
• Collaborate with Sales, Product, and Support teams to enhance the customer journey
• Manage onboarding and implementation, ensuring timely and successful delivery of solutions
• Develop and execute strategies to grow, retain, and expand accounts by analyzing usage trends and feedback
• Take ownership of customer retention KPIs and satisfaction metrics, ensuring engagement and success
• Assist in strategic account planning to set performance objectives, financial targets, and milestones
• Act as the primary point of contact for customer needs, delivering clear and professional communication
• Track and report on service levels, satisfaction metrics, and barriers, implementing action plans to resolve challenges

Preferred Qualifications

• Client facing experience preferably at a SAAS company
• Experience with customer success tools and CRM platforms (e.g., Salesforce, HubSpot)

Benefits

• Health Benefits, including Health Spending and Lifestyle Spending accounts
• Mandatory Holiday shut-down periods
• Remote work opportunity