Customer Success Manager

Summary

Join VoApps, a NICE company, as a Customer Success Manager (CSM) in Atlanta, GA (hybrid or remote). As a CSM, you will manage key accounts, drive revenue growth through upselling and cross-selling, conduct Quarterly Business Reviews (QBRs), onboard new clients, analyze client data, collaborate with other teams, and become a product expert. This role requires 3+ years of experience in a similar B2B SaaS role, technical aptitude, strong client-centric and communication skills, and a results-driven approach. VoApps offers a competitive compensation package, including a generous PTO, company holidays, health insurance, life insurance, long-term disability insurance, a 401k plan, flexible work options, and growth opportunities.

Requirements

• Proven Experience: 3+ years in a Customer Success, Account Management, or B2B SaaS role, with a track record of driving revenue growth and client retention
• Technical Aptitude: Ability to quickly learn and understand technical concepts. You’re not afraid to dive into the details and become an expert over time
• Client-Centric Mindset: Exceptional interpersonal skills with a genuine passion for helping clients succeed and the ability to build lasting relationships
• Results-Driven: Strong analytical skills and a proactive approach to problem-solving. You thrive in a data-driven environment
• Communication Skills: Confident in presenting live and virtually, with the ability to convey complex ideas clearly and effectively
• Team Player: You’re collaborative, organized, and self-motivated, with the ability to manage multiple projects and deadlines

Responsibilities

• Own Client Relationships: Manage a portfolio of key accounts, serving as their main point of contact and trusted advisor
• Drive Revenue Growth: Identify upsell and cross-sell opportunities by understanding client needs and leveraging your deep product knowledge
• Conduct QBRs: Lead regular client meetings, including Quarterly Business Reviews, to discuss performance, explore new opportunities, and ensure client satisfaction
• Onboard and Educate: Guide new clients through the onboarding process, providing training and resources to ensure successful adoption of DirectDrop Voicemail
• Analyze and Optimize: Dive into client data to monitor usage, identify areas for improvement, and proactively address any potential issues
• Collaborate Across Teams: Work closely with Sales, Product, and Support teams to bring client feedback into the company and advocate for continuous improvement
• Become a Product Expert: Develop a deep understanding of DirectDrop Voicemail, quickly mastering the technical aspects of our solution and becoming a go-to resource for clients

Preferred Qualifications

Experience in one of our key markets: This CSM will work with professionals in the Online Lending, Fintech, Collections, Credit Union and Healthcare Management verticals, so experience with one or more of those is a huge plus

Benefits

• Incredible Team: Work with an amazing group of talented, driven people who support one another and celebrate wins together
• Growth Opportunities: We’re growing fast, and we want you to grow with us. There are ample opportunities for career advancement
• Comprehensive Benefits: Generous Paid Time Off (PTO) , 11 Paid Company Holidays, Health, Dental & Vision Insurance, Company-Paid Life Insurance, Long-Term Disability Insurance, and a 401k Plan
• Flexibility: Hybrid and remote work options to support your work-life balance
• Competitive Compensation: On-target earnings (OTE) starting at $120k, with significant growth potential based on performance