Customer Success Manager

Location Dallas County
Discipline: Customer Service
Job type: Permanent
Published: about 1 month ago

Position Summary Description

The Customer Success Manager (CSM) takes ownership and responsibility for managing and ensuring a superior customer experience. The CSM ensures our customers are getting value from our products and services and serve as an advocate and steward of customer's long-term success. The CSM is engaged immediately after the customer has completed their purchase and is ready to onboard, ensuring the customer is provided with a positive experience throughout the remainder of their life cycle.

Essential Job Responsibilities

  • Perform basic responsibilities to fulfill customer success management requirements.

  •  Manage the customer relationship throughout customer lifecycle all while advocating

internally for the customer, communicating customer needs to internal, cross-functional

departments.

  • Engage and onboard new customers to introduce the Customers For Life organization.

  • Conduct periodic account reviews, proactively outreach to existing customers to help drive

business goals.

  • Manage the customer renewal process, provide renewal quoting, and revenue retention of

assigned accounts.

  • Ensure delivery of customer NPS survey and serve as a customer advocate in sharing their

feedback internally and providing closed-loop follow-up.

  • Act as trusted adviser and escalation point for customer issues raised collaborate with

internal teams to drive prompt issue resolution.

  • Identify upsell opportunities and ensure proper hand-off to Sales.

  • Develop knowledge of the role and understanding of customer relationships.

  • Perform other duties as assigned.

Requirements

Bachelor’s degree or equivalent experience in Finance, Business, or Computing field.

  • 2 years of experience in a customer-facing experience role i.e. Customer Success, Account

Management, or equivalent relationship-building experience.

  • Ability to engage and communicate effectively with senior leaders both internally and

externally with customers.

  • Ability to build relationships and collaborate cross-functionally.

  • Ability to listen, discover, understand and document customer goals and issues.

  • Passionate and empathetic towards the customer experience.

  • Ability to troubleshoot with problem-solving skills.

  • Proficient in generally-used business applications, e.g. Salesforce, Microsoft Office, Google Apps.

  • Strong communication, verbal, written, and presentation skills.

  • Willing and able to travel.