Customer Success Manager

Summary

Join Propelus as a Customer Success Manager (CSM) and build strong relationships with key stakeholders in strategic accounts. You will drive customer success, satisfaction, and growth by fostering product adoption, identifying upsell/cross-sell opportunities, and aligning company offerings with evolving business needs. As the primary point of contact for executive stakeholders, you will ensure maximum value from Propelus products and services. This role involves developing and executing customized success plans, collaborating with cross-functional teams, and proactively managing customer health and risk. You will also track performance, report key metrics, and act as a customer advocate. The ideal candidate possesses a Bachelor's degree, 3+ years of relevant experience, and exceptional communication and relationship-building skills.

Requirements

• Bachelor's degree (or equivalent experience)
• 3+ years of experience in customer success, account management, or a related role, focusing on managing strategic accounts
• Proven track record of managing large, complex accounts, emphasizing account growth, upselling, and cross-selling
• Demonstrated ability to build and nurture relationships with C-level executives and senior organizational stakeholders
• Exceptional communication, negotiation, and presentation skills, with the ability to influence and align diverse stakeholders
• Highly organized with strong project management and multitasking skills, capable of managing multiple accounts simultaneously
• Strong problem-solving abilities, with a solution-oriented mindset and the ability to navigate complex challenges
• Proficiency in CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, ChurnZero)
• Ability to work cross-functionally and collaborate effectively with teams such as Sales, Product, Marketing, and Support to drive customer success

Responsibilities

• Build and maintain strong relationships with key stakeholders at the executive and decision-making levels within key accounts
• Understand the customer’s business goals, challenges, and initiatives, and ensure alignment with the company’s offerings to drive long-term value
• Identify and drive opportunities for revenue growth within accounts through strategic upselling, cross-selling, and expansion
• Work closely with the sales team to create account-specific growth plans and support the sales pipeline by providing insights and recommendations on potential business opportunities
• Develop and execute customized success plans for each enterprise customer, ensuring that they are fully leveraging the company’s solutions
• Regularly monitor the customer’s progress, usage metrics, and business outcomes, and proactively address any challenges to improve satisfaction and retention
• Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer journey from onboarding to expansion
• Provide actionable customer feedback to inform product development and help optimize the customer experience
• Monitor and assess customer health indicators (e.g., product adoption, usage, satisfaction, and ROI) for early identification of potential risks to account retention or growth
• Proactively intervene to resolve any issues, escalate as necessary, and mitigate churn risk
• Act as the customer advocate internally, ensuring their voice is heard in strategic discussions
• Address and resolve complex customer issues, working with internal teams to deliver solutions that exceed customer expectations and maintain high satisfaction
• Track, analyze, and report on key performance metrics, including customer success KPIs, revenue retention, and product adoption
• Provide regular updates and strategic insights to senior management and key stakeholders to ensure alignment with business goals
• Develop deep product expertise and a solid understanding of the customer’s industry, challenges, and competitive landscape
• Educate customers on new product features and best practices, ensuring they maximize the value of their investment

Benefits

• Professional development allowance to help you grow in the ways that mean the most to you
• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering and for becoming a new parent
• 401K with company matching, as well as financial planning education and resources
• Employees choose from HSA, FSA and traditional insurance options for medical, dental, and vision coverage for themselves and dependents
• Wellness benefits - we’ll help you pay for fitness endeavors and organic produce delivery services