Customer Success Manager, Mid-Market Accounts
New
M
MotusEmployee driving
This remote position is open to candidates living in the United States or in Ontario, Canada.Full-TimeManager
SalaryThe pay range for this role is $75,000 - $85,000. This position may also be eligible for incentive compensation based on individual and/or company performance.
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Job Details
- Experience
- 2+ years’ experience in a customer success role
- Required Skills
- SalesforceMicrosoft OfficePresentation skillsCustomer SuccessSaaSAccount ManagementCross-functional collaboration
Requirements
- Have 2+ years of experience in a customer success role.
- Have experience managing a book of business over $2M in annual revenue.
- Have experience presenting to administrators, managers, and VPs.
- Demonstrate written and verbal communication and presentation skills.
- Bring emotional intelligence and empathy to customer interactions.
- Have a strong understanding of the corporate business world; SaaS experience is preferred.
- Demonstrate multitasking, organizational, prioritization, and attention-to-detail skills.
- Understand and articulate technical concepts and derive solutions across multiple product lines.
- Collaborate across teams and work independently when appropriate.
- Have experience working with cross-functional teams such as Sales, Product, and Operations.
- Be proficient in MS Office and Salesforce.com.
- GainSight experience is a plus.
- Be able to travel up to 20% for customer visits.
Responsibilities
- Serve as the primary contact for assigned Mid-Market customer accounts.
- Create and execute strategic customer journey and retention plans.
- Build relationships with customer administrators and conduct regular check-ins on adoption, satisfaction, and program success.
- Educate and coach customers to drive product adoption and value.
- Resolve customer issues by engaging appropriate internal teams.
- Understand customer goals and establish plans to meet agreed-upon success measures.
- Identify process improvements, bugs, and potential system enhancements.
- Identify successful customers for reference calls, case studies, webinars, and events.
- Identify upsell opportunities for Sales Representatives and Enterprise Account Managers.
- Share methodologies with team members to improve processes.
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