Job Description

LINQM – Customer Success Manager

Job Description

As a Customer Success Manager, you’ll be responsible for the success of our client’s customers. As a Trusted Advisor with deep product knowledge, and empathy, you’ll understand customers’ business objectives and align them with product capabilities.

You’ll lead end-user training and enablement initiatives, conduct customer onboarding and business reviews, and serve as the “voice of the customer” in internal meetings. You’ll be responsible for ensuring retention, identifying new business opportunities, and driving high product usage, and value across our customer base.

RESPONSIBILITIES

• Communicate efficiently and effectively with our customers – we primarily communicate via chat and email, but you’ll also have video conferences when the need arises.
• Onboarding & Adoption: Use a consultative-like approach to drive ROI, retention, expansion, and high product usage across a portfolio of 100+ enterprise customers.
• Develop and enact a custom plan for each customer’s onboarding, expansion, and renewal goals.
• Enablement & Partnership: Lead end-user training, conduct executive business reviews, and proactively monitor and drive product usage to ensure the customer is maximizing value.
• Evangelize: Communicate new use cases and features/functionality that will enhance the customer’s workflow and drive organizational product adoption.
• Customer Advocate: Passionate about the customer experience and skilled in translating customer feedback into product requests.
• Collaborate: Work cross-functionally with strategic and technical colleagues to accomplish customer goals.
• Change Leadership: Provide recommendations on changes and design enhancements to improve processes, customer experience, and performance.
• Team Leadership: Effectively coach team members to their fullest potential. Mitigate conflict and communication problems. Ensure the team is unified on a common goal and strategy.

QUALIFICATIONS

• 3+ years of experience in a fast-growing company; direct experience with SaaS products, solutions, or ecosystems preferred.
• 3+ years of customer-facing experience as a CSM, or Strategic Consultant.
• Experience maintaining ARR of 2M+ including contract values over 100k.
• Experience leading a Success team to meet KPIs.
• Experience with support tools and platforms like Salesforce, Zendesk, and JIRA.
• Expert in driving results and outcomes while solving complex business problems, both individually and through direct reports.
• Excellent presentation, organizational, and communication skills (both written and verbal). A written sample may be requested.
• Ability to partner effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software.
• Team and goal-oriented. High output; low ego.
• Knowledge of SaaS post-sale support motion and technical curiosity is a plus.
• Ability to travel (light travel to conferences or customers may be required).