Customer Success Manager
New
G
GranumLandscaping software
Location: RemoteFull-TimeManager
SalaryCanada-based candidates: Base $80,000-90,000 CAD + 10-15% bonus; US-based candidates: Base $75,000-85,000 USD + 10-15% bonus
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Job Details
- Experience
- Ideally 2+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
- Required Skills
- Data AnalysisMicrosoft ExcelCustomer SuccessAccount ManagementCross-functional collaboration
Requirements
- Ideally have 2+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role.
- Have experience working with cross-functional teams, including Sales, Product, Marketing, and Implementation.
- Have experience building and maintaining relationships while mitigating churn and driving engagement and renewals.
- Bring strong analytical skills and the ability to translate data into insights.
- Excel experience is preferred.
- Be highly organized, collaborative, and detail oriented.
- Be able to create structure in ambiguous situations and design effective processes.
- Be comfortable working in a small company with a fast-moving, dynamic environment and varied responsibilities.
- Travel to support or facilitate customer education events, tradeshows, webinars, and partner events.
Responsibilities
- Own client relationships after clients graduate from implementation.
- Create strategies, informed by direct client feedback and data analysis, to increase the value clients receive from LMN.
- Manage renewals and expansion opportunities in collaboration with team members.
- Create and monitor customer health metrics to identify churn risks and accounts needing assistance.
- Audit customer adoption trends in ChurnZero to identify product experiences that need simplification.
- Manage the NPS process and work with detractors to improve their LMN experience.
- Represent the voice of the customer as the company evaluates product, marketing, and sales processes.
- Develop SOPs for high-ARR accounts and encourage feature adoption through webinars and in-person events.
- Travel to support or facilitate BootCamps, tradeshows, webinars, and partner events.
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