Customer Success Manager

Summary

Join our team at Paragon as a Customer Success Manager and help our customers realize the incredible potential of our platform. You will work across the business in driving product adoption, strengthening customer engagement, providing input into our product roadmap, and ensuring our company is as customer-centric as possible.

Requirements

• 3+ years in a CSM role at a B2B SaaS company with quota, or in management consulting or an agency working directly with customers
• Experience building and nurturing relationships with multiple stakeholders
• Affinity with software and software development - ability to understand and clearly convey complex topics to a technical audience (e.g. CTOs and engineers)
• Are obsessed with making customers happy
• Confident working in a high-autonomy, fast-paced environment where you'll be responsible for decisions that influence the direction of the company
• Comfortable working in highly ambiguous settings , where there is rarely a “right” solution
• Bring strong project management skills to the table, with a curious mindset and a careful attention to detail

Responsibilities

• Manage the relationship between Paragon and our customers
• Work with internal teams, including Sales, Product, Marketing, and Support to ensure that customer expectations, issues, and questions are answered and met
• Develop programs to drive usage and retention of Paragon's solutions
• Help our customers ramp onto our platform quickly
• Drive adoption of Paragon while maintaining a strong customer renewal rate and NPS
• Become an integrations domain expert and help Paragon define new best practices to solve customer needs
• Identify client challenges and risk areas, develop solutions, and implement proactively to avoid churn, collaborating with other Paragon teams
• Create goals, action plans, playbooks, and key metrics based on each customer's objectives, and review progress on a regular basis with the customer and Paragon leadership
• Demonstrate and promote the latest features and capabilities of our platform
• Lead strategic, cross-functional initiatives, such as customer journey mapping and product feedback sessions to drive a best-in-class customer experience and foster a company-wide culture of customer-centricity

Benefits

• Comprehensive Benefits: We offer competitive health, dental, and vision insurance plans to keep you and your loved ones covered
• Unlimited PTO: We believe in work-life balance and offer unlimited paid time off to promote personal well-being and relaxation