Scope AR is hiring a
Strategic Customer Success Manager

Summary

Join our team as a Customer Success Manager and support most aspects of the customer lifecycle from onboarding to business reviews. You will serve as the primary point of contact for post-sales activities, deliver best practices, guidance, and value reviews, and proactively engage customers to ensure they are trained and successfully using our products.

Requirements

• 4+ years of applicable experience as a full lifecycle Customer Success Manager
• Bachelor's degree or equivalent career experience
• Experience with the following technologies: Sharepoint, Excel, GSuite (slides, documents, etc.), Figma, or related visual or workflow tools, Hubspot, Zendesk, and Atlassian products (JIRA, Confluence)
• Proficient interpersonal skills, demonstrated by the ability to build and maintain authentic business relationships at the executive level and effectively manage relational challenges
• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value
• Influential verbal and written communication skills, including expertise in presenting to both small and large audiences
• Proficient understanding of Sales lifecycle concepts within the Software as a Service industry
• Ability to communicate highly technical details simply to non-technical audiences
• Willingness to travel to customer sites and trade events as needed
• Ability to effectively forecast, take measurable action steps toward, and exceed when possible, both net and gross retention goals
• Proficient organization of projects and associated internal/external teams: exhibited project management and time management skills

Responsibilities

• Serve as the primary point of contact for post-sales activities including customer onboarding, consultative program management, and assigned commercial activities
• Deliver best practices, guidance, and value reviews focusing on recommendations to best align our platform to the customer's business goals and strategies
• Proactively engage customers and work closely with named accounts ensuring they are trained and successfully using our products
• Regularly analyze customer feedback & data to deliver solutions based on internal and industry best practices
• Advocate for customers leading internal teams and projects to solve customers' needs
• Monitor & track customer health, identify risks, develop success milestones, and deliver customer recommendations through maintained stakeholder contact and recurring customer meetings
• Prioritize and proactively drive timely resolution of customer inquiries, proposing innovative ideas to evolve the customer experience toward greater value
• Travel to meet with customers quarterly as needed

Preferred Qualifications

• Account Management, Consulting, Product Training and Enablement, Project Management, or Change Management experience Preferred
• Experience or knowledge in providing SaaS to the following industries: Manufacturing, Field Services, Construction/Engineering, Automotive, Aerospace/Defense

Benefits

• Up to a 20% annual bonus & commission for helping advance expansion deals
• Group health benefits
• Flexible work/life accommodations