Customer Success Manager

Summary

Join Pharos as a Customer Success Manager (CSM) and ensure successful adoption of our print management solutions. Build strong customer relationships, drive product value, and contribute to customer retention and growth. Act as a trusted advisor, helping customers maximize the benefits of our SaaS solution. The role requires 2 years of CSM experience and 5 years in customer service or account management at a SaaS company. The position offers a competitive salary (USD $68,000-USD $72,000), great benefits, and can be hybrid or remote. Based in the US, preference given to Rochester, NY candidates. The mission is to ensure customer satisfaction and loyalty.

Requirements

• 2 years of Customer Success Management experience
• 5 years customer service or account management experience at a SaaS technology company
• Working knowledge of Salesforce CRM

Responsibilities

• Build Strong Relationships: Cultivate lasting relationships with senior level stakeholders
• Feedback: Understand how customers use our application, identify issues or unused features, and share feedback
• Build Loyalty: Ensure long-term client retention by presenting product information and addressing customer issues proactively
• Track Activity: Keep a record of customer interactions, including support tickets and service engagements, and collaborate with relevant departments
• Boost Product Usage: Track and enhance product usage, emphasizing its value and return on investment (ROI)
• Customer Success Plans: Create and execute plans with defined goals and actions, ensuring customer commitment
• Proactive Issue Resolution: Lead customers along the success journey, resolving issues promptly to stay on track with the plan
• Customer Check-Ins: Regularly check in with customers at various levels to assess adoption, usage, satisfaction, and needs
• Partner for Success: Collaborate with internal teams like Engineering, Technical Support, and Professional Services
• Record Keeping: Maintain accurate customer records in Salesforce

Preferred Qualifications

• Unshakable passion, and aptitude to learn
• Proactively inquisitive, enjoys exploring new technologies
• Independently directed and fearless in asking questions
• An attitude and mind set of “overcome and adapt”
• Team-centric, adaptable, collaborative, and respectful with a degree of empathy
• Build trust while managing and controlling expectations and outcomes
• Critical thinking and an analytical approach to troubleshooting and problem solving
• Ability to work independently as well as with coworkers, customers, and partners
• Customer service attitude
• Excellent written, verbal, and listening skills

Benefits

• Medical
• Dental
• Vision
• Life & AD&D
• Short- & long-term disability insurance
• 401K with match
• Flexible work hours
• An open PTO plan
• Collaborative team environment