Customer Success Manager

Summary

Join Xplor Spot, a team developing business management software for the dry cleaning industry, as a Customer Success Manager. You will own client relationships, focusing on increasing adoption, retention, and satisfaction. This role requires strong customer management, business consultancy, and communication skills. You will troubleshoot issues, educate clients, advise product strategists, and identify upsell opportunities. The position offers a base salary of $60,000-$65,000 and is fully remote. Prior experience in customer success or account management is essential.

Requirements

• Prior experience in Customer Success, Account Management or equivalent history of increasing customer satisfaction, adoption, and retention
• Proven ability to drive continuous value of a product
• Familiarity working with small-medium sized businesses
• Impeccable written and verbal communication skills
• Detail and process oriented and analytical
• Strong team player but still a self-starter
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly
• 3+ years of relevant experience
• Proficient in Office software
• You’re driven: No one needs to push you to excel; it’s just who you are
• Eager to learn, adapt and perfect your work; you seek out help and put it to good use
• You want to help and serve our customers: They win, so you win

Responsibilities

• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Troubleshoot problems or issues with Spot products or services
• Educate customers about SLAs on response times to new or known issues
• Advise Product Strategist on business priorities
• Work to identify and/or develop upsell opportunities
• Advocate customer needs/issues cross-departmentally
• Performs other related duties as assigned by management
• Host quarterly business reviews as directed by management

Preferred Qualifications

• Prior experience in closing sales deals at the executive level a plus
• Experience with Salesforce a plus
• Experience in the dry cleaning industry a plus

Benefits

• 12 weeks Gender Neutral Paid Parental Leave for primary and secondary carer
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements
• Engagement activities such as field days, monthly company lunches, quarterly events, and department outings
• Regularly sanitized environment with protective equipment
• Dog Days
• Catered lunches plus free snacks and drinks
• Ping pong, foosball, basketball and other onsite games