Mid Market Customer Success Manager

Summary

Join Truepic, a Series B startup, as a Customer Success Manager and become a true advocate for our customers. You will develop strong customer relationships, deeply understand their businesses, and help them achieve ROI with our product. This role requires establishing best practices, identifying adoption trends, and proactively resolving customer issues. You will work closely with the Director of Customer Success to develop strategies and manage the renewal process. If you are a self-starter with a technical aptitude and a passion for customer success, this is the perfect opportunity to make a significant impact.

Requirements

• 3 - 5 years of experience in a Customer Success role
• Technical prowess with SaaS products; comfort in breaking down software for a largely non-technical audience
• Experience working in a startup and comfortable with change
• Self-starter who works independently and proactively
• Capable of effectively communicating with both internal stakeholders and clients
• Excellent time management and being able to handle multiple deadlines simultaneously
• Strong presentation and consultative skills
• A GSD attitude and the willingness to change processes and methods as we evolve
• You appreciate and welcome client feedback and are excellent at expectation management

Responsibilities

• Work alongside our Director of Customer Success to develop strategies for your book of accounts
• Onboard new customers with a focus on establishing time to first value rapidly
• Drive and manage the renewal process
• Develop best practices for customers to help improve adoption and engagement
• Identify trends in adoption and utilization across the customer base and provide guidance to help customers maximize value
• Identify blockers to key customer milestones like successful onboarding and product usage in order to promote and drive solutions
• Establish a trusted advisor relationship that works to ensure customer’s overall satisfaction with our product
• Stay on top of any major changes within their customer’s organization to be able to effectively help manage the change and develop the relationships as necessary
• Participate in the execution of departmental strategic initiatives and projects

Preferred Qualifications

• Fearlessness with a willingness to try new ideas, concepts, and be wrong (but definitely learn from the experience)
• An unabashed desire to work with A players and an unwillingness to compromise
• A "can do" attitude and a history of delivering superb work again and again
• Ability to work at a fast-paced company where the feedback cycle is measured in hours rather than weeks
• Experience managing a higher volume of accounts (70+ accounts)
• Familiarity with change management practices, change communications and process re-engineering
• Knowledge of and the ability to communicate with customers on things like API integrations
• Experience with Gainsight, ChurnZero, or Catalyst