Customer Success Manager

Summary

Join Webgility, a Great Place to Work-Certified™ company, as a Customer Success Manager and help small businesses thrive. You will manage a portfolio of clients, ensuring they effectively utilize our SaaS platform for e-commerce accounting automation. This role demands expertise in the platform, proactive customer engagement, troubleshooting, and guiding clients to maximize efficiency. You will identify upsell opportunities, negotiate deals, and act as a customer advocate, collaborating with internal teams. Your contributions will foster strong customer relationships and drive revenue expansion. Ultimately, you will help small business users achieve greater operational success.

Requirements

• 3-5 years of proven experience in a dedicated Customer Success Management role, with a strong understanding of CSM best practices and methodologies
• Demonstrated ability to build and maintain strong, long-lasting customer relationships
• Excellent communication and interpersonal skills, with the ability to effectively engage with customers at various levels
• Proven track record of identifying and closing upsell or expansion opportunities
• Strong negotiation and persuasion skills
• Experience in driving product adoption and demonstrating value to customers
• Ability to understand customer goals and translate them into actionable plans
• Experience in conducting customer business reviews (e.g., QBRs)
• Ability to work cross-functionally with Product, Support, and Sales teams
• Strong problem-solving skills and a proactive approach to addressing customer needs

Responsibilities

• Manage a portfolio of assigned customers, serving as their primary point of contact and trusted advisor
• Proactively engage with all customers to build strong relationships, ensure their success, and drive product adoption
• Nurture customer relationships to identify and cultivate customer advocacy, leading to case studies, testimonials, and references
• Monitor customer product usage and identify opportunities to increase adoption and unlock further value
• Liaise with the product team to communicate customer feedback, feature requests, and insights to inform product development
• Collaborate with the support team to ensure timely and effective resolution of customer issues
• Identify upsell and expansion opportunities within your customer base and successfully negotiate and close these deals
• Conduct Quarterly Business Reviews (QBRs) with top-tier customers to review progress, demonstrate value, and align on future goals
• Deeply understand your customers' business objectives and help them achieve their desired outcomes using our product
• Act as a key internal advocate for your customers, representing their needs and perspectives

Benefits

• Work-Life Integration: We fully support Remote Working, paid time off, and parental leaves to allow our employees flexibility in an ever-evolving work culture
• On-the-Job Training & Development: We encourage learning and growth through access to multiple 1:1 sessions, learning platforms, and on-the-job training
• Health & Wellness: Prioritizing employee well-being, we offer annual wellness sessions plus wellness time offs, unlimited access to a gaming room, and a well-equipped fitness center
• Hardware & Internet: Remote employees get the hardware delivered straight to their doorstep. They are also eligible for reimbursement of the internet services
• Family Insurance: Group health insurance with the no-capping model that covers employees, spouses, and children
• Rewarding Culture: We honor our employees' accomplishments through thoughtful recognition programs, annual employee awards, annual meet-ups, and celebrate even the smallest of wins
• Open-Door Policy: Approachable management, monthly town halls to openly share ideas, a transparent feedback mechanism, and leadership visibility are our success pillars