Customer Success Manager

  • Location: Austin, Texas
  • Type: Direct Hire
  • Job #762

Our partner in Austin, TX is seeking a Customer Success Manager! You’d be working with a team to build new opportunities and solve challenges for our customers as they help people find and connect with the help they need. The ideal candidate is collaborative, customer-focused, and ready to work in a startup environment. Apply today!

What you’ll do

  • Build lasting relationships with a portfolio of customers and further their impact
  • Project manage customer implementation by working closely with other internal teams, such as analytics, marketing, and product management
  • Drive usage throughout customer organizations, including the adoption of product features and mobilization of key stakeholder groups to maximize the customer’s goals
  • Advocate for the ongoing needs and goals of the customer internally – gather feedback from customers and understand both how to meet them where they are and how to help get them where they want to go
  • Drive recurring revenue by demonstrating sustainable value for customers and fostering long-term relationships with the partner across renewal cycles
  • Identify opportunities for customer expansion and revenue growth within assigned portfolio
  • Collaborate with other CSMs and the CS Director to build a thriving department and foster the overall success of the partner and the people we serve
  • Proactively engage clients to drive product adoption and optimal product experiences
  • Develop & maintain relationships with key customer champions including Executive Sponsor, Project Manager and Technical Lead, to name a few
  • Manage client and project communications- be a leader driving the project plan and sharing best practices of how your customers can mobilize the partner’s functionality
  • Track customer usage metrics and respond to any customer deployment or product issues
  • Create materials for Quarterly/Executive Business Reviews & conduct QBRs/EBRS with customer champions
  • Take ownership of technical issues, responding in a timely manner, and working with cross-functional teams to document problem resolution steps
  • Manage escalations and expectations for both the client and internal personnel
  • Work with customer and the partner’s product team to project manage product implementation and drive adoption.
  • Take ownership of the entire onboarding process for each client.
  • Facilitate a smooth hand-over from sales to service.
  • Work with each new customer in your portfolio to develop a customer implementation and rollout plan across their entire organization
  • Create and manage the scope and timeline of rollout, alongside customer expectations
  • Train customer’s staff and relevant partners on how to use the partner’s suite of tools
  • Create and share materials to support internal and external marketing
  • Advocate for the customer, champion their success, drive renewals and expansions
  • Drive usage throughout customer organizations including the adoption of product features and use of tools to maximize the customer’s goals
  • Identify a variety of mechanisms for continuously demonstrating the ways that the partner’s functionality can drive value for the customer organization, including monthly, quarterly, and/or annual documentation of progress and next steps
  • Advocating for the ongoing needs and goals of the customer internally – gathering feedback from customers to understand how the full range of service offerings are working for them and sharing that feedback with relevant internal teams.
  • Driving recurring revenue by demonstrating sustainable value for customers and fostering long-term relationships with the partner across renewal cycles
  • Identifying opportunities for customer expansion and revenue growth within assigned portfolio
  • Thinking creatively about new ways to drive value for customers and the people they serve
  • Helping create systems that build our work for the long term
  • Documenting processes with customers for collaboration across the organization
  • Thinking of new ways to advance the partner’s mission and the missions of the organizations and seekers we serve

What you’ll bring

  • A strong desire to use your job and mind to make the world a better place for people in need
  • BS/BA degree or equivalent
  • 3-5 years’ experience in account management, customer success, project management
  • Experience with technology and able to learn new technologies quickly; ideally familiar with SaaS application support requirements
  • Passion for delivering outstanding customer experience
  • Interest in social determinants, organizational innovation, social enterprise, healthcare, community organizations, governmental groups
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
  • Customer-focused, enthusiastic, positive and service-oriented
  • Strong analytical skills, coupled with the ability to think “outside-the-box”
  • Ability to work with minimal direction to achieve goals
  • Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
  • Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite
  • Ability to travel to some customer locations
  • Located in, or willingness to re-locate to, Austin, TX
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