Customer Success Manager

Summary

Join Kustomer's Customer Success team as a key player in delivering exceptional client experiences and driving product adoption. You will manage end-to-end customer relationships, from onboarding to renewals, focusing on achieving customer KPIs and business outcomes. Responsibilities include conducting business reviews, product expansions, and negotiating renewals. You will also work closely with the Implementation team, shadow customer calls, and provide best practice education. Furthermore, you will act as a customer advocate, funneling feedback to the Product organization and managing escalations. This role requires strong communication, technical SaaS product knowledge, and experience in customer success or account management. The ideal candidate will possess a bachelor's degree or equivalent experience and a proven track record of success in a similar role.

Requirements

• You possess a bachelor’s degree or equivalent professional experience
• 5+ years of Customer Success or Account Management with a technical SaaS product
• You have strong industry and/or technical domain knowledge of two or more of the following: SaaS, CRM, CX/Support Software, or APIs
• Experience owning your own book of business including negotiating customer renewals
• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
• Highly organized - a project management background is a plus
• The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
• Experience with advocating for your customers’ needs within an organization and driving to solutions
• The capacity for creative problem solving
• Ability to use data and statistics to identify patterns and use them for enriching your recommendations for process/product improvements
• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications

Responsibilities

• Managing the end to end customer relationship post-sale including working with the Implementation team to oversee onboarding, coordinating customer alignment with our executive team, conducting business reviews, product expansions, and negotiating customer renewals
• Focusing on product adoption to ensure that our customers are seeing real value in our products. This will include call shadowing with customer users to understand how they use the product and educating customers in best practices
• Understanding customer KPIs and business outcomes for each of your named customers and working with them to achieve their goals using Kustomer’s products
• Influencing the future of the Kustomer platform by funneling customer feedback to the Product organization while proactively helping customers understand how we’re working towards solutions that exceed their expectations
• Acting as an advocate for the customer internally, quarterbacking any required communication with other team members, championing your own customers’ needs, and managing escalations as appropriate
• Working with Technical Account Managers to help customers implement new products and features
• Expanding our list of reference-able customers

Preferred Qualifications

• Coding experience
• Degree in Business, Information Technology, Engineering, Computer Science or related field
• Knowledge of SQL, Analytics or Programming (HTML etc)
• HIPAA Compliance

Benefits

• 100% healthcare coverage
• 401K
• WiFi and Mobile reimbursement
• A generous vacation policy
• Pension
• Supplemental health insurance
• Other perks