Customer Success Manager

Summary

Join nTop as a Customer Success Manager and drive value for our customers by providing strategic consultation for leveraging the nTopology platform. You will support the entire customer journey, evaluating customer health and collaborating with various teams. This role involves securing renewals, leading customer engagement activities, and serving as the main customer contact. The position requires a B.A. or B.S. and 2-3 years of experience in a B2B SaaS customer success role. The role can be remote or hybrid/in-office in New York and reports to the Director of Customer Success. Compensation is $80,000-95,000 annually, depending on experience.

Requirements

• B.A. or B.S. from a 4 year university (or equivalent proven work experience)
• 2-3 years experience in a Customer Success role with a B2B SaaS company
• Ability to support East Coast and EMEA hours to better partner with global customers
• Experience owning retention, churn rate, and upsells
• Passionate about working with customers, and motivated by helping customers achieve business results
• Strong understanding of engineering software or experience in a technical environment
• Demonstrated ability to communicate both technical and business concepts
• Experience working with large enterprise customers
• Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred
• Exceptional communication skills (written and verbal), highly organized, collaborative and detail oriented
• Strong PowerPoint and Presentation skills
• Empathetic towards customers and colleagues, with the desire to achieve a common goal
• Results-driven mentality, with a bias for speed and action
• Comfortable in a startup environment where people move quickly and wear many hats in a dynamic setting

Responsibilities

• Drive long-term customer adoption and growth among US and EMEA customers by understanding their business and technical needs in order to achieve their desired outcomes
• Secure renewals by delivering value to customers, negotiate contracts and close agreements to maximize profits and minimize customer churn
• Lead development and execution of required customer engagement activities such as platform capabilities and applications (use case) review, general best practices consultations, success plan development, business reviews and product feedback sessions
• Serve as the main point of contact to customers and liaison between customers and the rest of the nTopology teams
• Serve as an expert to your customers as it relates to nTopology platform and industry best practices
• Support Sales in navigating customer organization to uncover additional nTopology applications
• Leverage tools and automation in order to track and manage customer health and establish required touchpoints with customers
• Represent Voice of Customer initiatives, including providing actionable customer feedback to the Product team

Preferred Qualifications

• STEM degree such as mechanical engineering
• Engineering and CAD software such as Solidworks, Catia, Abaqus, Ansys, Matlab, etc
• Project management experience and familiarity with Jira, Trello, or Asana preferred
• Working knowledge of additive manufacturing and other advanced manufacturing techniques

Benefits

Compensation: $80,000-95,000 annually, depending on experience