Customer Success Manager

Role Overview

The Customer Success Manager will support customers and coordinate product adoption, advocacy, retention, and outcomes. This role requires a strategic problem solver and an organized doer ensuring client needs are met.

What You Will Do

The CSM helps customers continuously mature their use of ServiceChannel and realize greater value from their partnership through proactive engagement, success planning, adoption guidance, and strategic conversations.

Why It Might Be a Fit

The CSM owns the overall customer success relationship and works cross-functionally across ServiceChannel to advocate for customers, coordinate resources, identify risks and opportunities, and create a consistent customer experience.

Requirements

• Experience in Customer Success, Software as Service (SaaS) Account Management, client services, facilities technology, or another relevant customer-facing role.
• Demonstrated ability to develop strong customer relationships and become a trusted partner to customer stakeholders.
• Strong business acumen with the ability to understand customer objectives and connect technology capabilities to business and operational outcomes.
• Excellent communication, presentation, facilitation, and relationship management skills.
• Ability to communicate effectively with stakeholders ranging from day-to-day platform users to senior and executive leaders.
• Strong consultative skills and natural curiosity, with the ability to uncover customer needs rather than simply respond to requests.
• Ability to use customer health, adoption, usage, and engagement data to identify risks and opportunities and recommend appropriate actions.
• Strong organizational and project management skills with the ability to manage multiple customers and competing priorities.
• Demonstrated ability to navigate challenging customer situations with empathy, accountability, professionalism, and sound judgment.
• Ability to collaborate effectively across Customer Success, Sales, Support, Professional Services, Product, and other teams.
• Bachelor’s degree or equivalent relevant professional experience.

Benefits

• Medical, dental, vision, life, and LTD insurance
• HSA, and a 401(k) retirement plan

Tagged as: Project Management