Kustomer is hiring a
Strategic Customer Success Manager

Summary

The job is for a Customer Success Manager at Kustomer, a conversational CRM platform that empowers businesses to deliver personalized service across multiple channels. The role involves managing 3-8 top tier clients, ensuring product adoption, and handling customer renewals among other responsibilities.

Requirements

• Possess a bachelor’s degree or equivalent professional experience
• 8+ years of Customer Success or Account Management with a technical SaaS product
• 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 handling 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
• Ability to use data and statistics to identify patterns and use them for enriching your recommendations for process/product improvements
• Empathy for team members and customers; you identify with their challenges and your desire to delight shines through in your communications

Responsibilities

• Managing 3 - 8 top tier clients, building deep relationships with multiple stakeholders within each account
• Overseeing onboarding and coordinating customer alignment with the executive team, conducting business reviews, product expansions, and handling customer renewals
• Ensuring product adoption by understanding how customers use the product, educating customers in best practices, and conducting roadmap sessions and Business Reviews with a strong focus on KPIs, ROI, and Kustomer product use
• Understanding customer KPIs and business outcomes 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, improve product usage and implementation, and answer technical product-related questions
• 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)

Benefits

• Competitive salaries
• Stock options
• 100% healthcare coverage
• 401K
• WiFi and Mobile reimbursement
• A generous vacation policy