Customer Success Manager

Job Description

Job Description

Salary:

Responsive Technology Partners is looking to add a Customer Success Manager to our Gastonia, North Carolina team. In this role you will be responsible for building long-term client relationships, ensuring customers achieve value from a product or service post-sale to drive retention, satisfaction, and growth by onboarding, monitoring usage, resolving issues, identifying upsell opportunities, and acting as the client's internal advocate. A big part of this role includes working closely with sales, product, and support teams to minimize churn and maximize organic growth and retention. This position can be seen as a roadmap to becoming an Account Manager or Sales Executive.

Key Responsibilities:

• Non-Project Onboarding: Guiding new non-project customers to become active, successful users. The Customer Success Manager will follow this process for all sales made themselves regardless of size or project status
• Relationship Building: Serving as the main point of contact after on-boarding, fostering strong, trust-based connections alongside Account Managers
• Quarterly Business Reviews: Proactively ensuring clients achieve their desired outcomes and see return on investment from the product while identifying upselling opportunities
• Retention & Growth: Minimizing churn and getting re-term agreements signed while constantly looking for new revenue through life cycle management
• Product Expertise: Deeply understanding the product and customer needs to offer solutions and training
• Cross-functional Collaboration: Working with Sales, Marketing, and Product teams to advocate for customer needs
• Proactive Support: Monitoring customer health and addressing potential issues before they escalate.
• Reporting: Conducting Quarterly Business Reviews (QBRs) and tracking adoption metrics for newly onboarded services or locations

Essential Skills & Qualifications:

• Persuasive communication, relationship management, and critical thinking skills
• Experience with CRM tools (e.g., ConnectWise, HubSpot) and customer success platforms
• Ability to analyze data to understand customer behavior
• Proactive, organized, and accountable
• Experience in customer-facing roles (service, success, account management)