Remote Customer Success Manager

Summary

Join fusionSpan, a dynamic organization that focuses on interesting technologies and helping clients provide the best experience for their members. As a Customer Success Manager (CSM), you will manage key customer relationships, ensure quality of service, identify new growth opportunities, and maintain knowledge of current market conditions within Salesforce and CRM platforms.

Requirements

• 2+ years of sales or marketing experience within an entrepreneurial environment; preferably in the association, non-profit, and/or software consulting environments
• Strong verbal, written, and presentation skills
• Strong organizational and time-management skills
• Ability to maintain strong relationships with existing customers and forge new ones

Responsibilities

• Client Service Execution Lead advocate for the clients and lead broker internally to ensure enhancements and/or solutions are implemented successfully
• Manage all existing customer relationships and create communication channels with the decision makers within the client organization
• Serve as a sponsor, and lead QBRs to support and/or respond to projects that may be off track and need course correction
• Gather feedback from clients and share internally to insure best practices are being delivered
• Serve as the primary point of contact for Salesforce support requests to include gathering requirements when appropriate and determining the next course of action
• Work with marketing team to ensure that campaigns are effectively executed
• Collaborate with management, partners, and consultants on the development of the organization-wide brand platform, communication strategies, and key messages
• Ongoing Client Management Lead customer renewal cycle
• Proactively present new products and services
• Partner with the Revenue Operations team to acquire renewals
• Trusted client advocate and main point of contact for partnerships
• Identify and support public relations and media outreach as needed
• Contribute to new business opportunities and strategic organizational growth

Preferred Qualifications

• Experience in an AMS or CRM implementation business
• Deep knowledge and relationships in the associations and/or non-profit industry
• Experience with Salesforce or Salesforce-based or related products is strongly preferred

Benefits

• Health (PPO) dental & vision plan – 100% covered for employee
• Long/Short-term disability insurance – 100% covered for employee
• Life and AD&D insurance – 100% covered for employee
• IRA with 3% matching contribution
• 15 days of paid vacation – increases with tenure
• 10 paid federal holidays
• 12 weeks for parental leave