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Customer Success Manager

Posted about 1 month agoViewed

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💎 Seniority level: Manager, 2-4 years

📍 Location: Americas, Europe

🔍 Industry: Customer Success

🏢 Company: UserGems👥 51-100💰 $20,000,000 Series A over 3 years agoArtificial Intelligence (AI)Predictive AnalyticsSaaSMachine LearningSalesMarketing

🗣️ Languages: English

⏳ Experience: 2-4 years

🪄 Skills: SalesforceCommunication SkillsCustomer serviceWritten communicationProblem-solving skillsAccount ManagementClient relationship managementCRMChange ManagementCustomer SuccessSaaS

Requirements:
  • 2-4 years experience working in Customer Success with a demonstrated track record of success and consistently hitting your metrics
  • At least 1 year of experience working with Salesforce
  • Comfortable leading “business value” and “ROI” conversations, and navigating through multiple decision makers in an organization
  • Demonstrated the ability to communicate across various channels (phone, e-mail, social, etc.)
  • Owned the renewal process for your book of business and have been a top performer for retention and growth on your team
  • Thrive in a high-growth environment, and are self-motivated with an entrepreneurial spirit
  • Excellent at time management and prioritization
  • CS Software such as Catalyst (we use), Gainsight etc. experience is a plus
Responsibilities:
  • Overall accountability for your customers’ success, which includes adoption, retention, and overall satisfaction
  • Own the renewals process and identify upselling opportunities
  • Drive product adoption and change management projects with our customers to help them hit their strategic goals
  • Establish a relationship of trust as a strategic advisor with each customer, especially at VP and C-levels
  • Use UserGems to measure customer adoption and ROI for customers
  • Partner with marketing to develop content and materials to increase customer adoption of UserGems (for example: playbooks, templates, customer stories)
  • Serve as the voice of customers internally by providing customer feedback to engineering, marketing, and sales
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