Customer Success Manager (iG)
About the client:
Our client empowers organizations to track and manage their valuable assets through its geo-asset management solutions. Originally built for municipal and utility use, the software-as-a-service platform remains extremely user-friendly while offering robust functionality, including GIS & asset management, work orders for maintenance and task management, facility management, media, and notifications. They put their customers at the forefront of everything they do. Founded in Indianapolis, Indiana and operating remotely in the U.S., the team is growing. Our client is proud to be an equal opportunity employer. They are committed to hiring a diverse workforce and creating a welcoming and inclusive environment.
Overview
The Customer Success Manager role is responsible for developing customer relationships that promote retention and loyalty. This position works closely with customers to facilitate product adoption, customer expansion, and retention.
Reporting to: CEO
Location: Hybrid/ Austin, TX area
Responsibilities
Develop strong customer relationships to increase retention, revenue growth, and renewals.
Understand customers’ business needs and objectives, crafting appropriate initiatives to help customers achieve their desired outcomes to ensure customers move through their onboarding in an efficient manner, pushing their pace, and ensuring early health indicators.
Provide platform and best practices training, non-technical support, and service to our customer base.
Support customers in their ongoing engagement and adoption of the platform.
Act responsively, accurately, and with attention to detail, to customer requests.
Identify and swiftly resolve customer concerns.
Proactively identify and solve for 'at risk' customers.
Communicate in a timely manner with your assigned customers, following the established cadence for value-driven outreach.
Manage the renewal process for your assigned customers.
Work in online tools and systems for the creation, management, and tracking of customer data.
Proactively share customer feedback, requests, and needs across the departments, including to sales, marketing, engineering, and support to enable other departments to work with customers’ interests at the forefront.
Track renewals, customer communication, and customer milestones in Hubspot CRM.
Requirements
2-3 years of professional experience in B2B SaaS, customer success or client services roles preferred.
Strong written and verbal communication skills coupled with excellent listening skills.
Positive attitude and demonstrated ability to build strong long-term relationships.
Ability to develop rapport and influence others.
Ability to explain complex issues clearly.
Four-year post-secondary education/Bachelor's degree (preferred).
Success in this Role is Measured by
Gross and net retention goals
CSAT and NPS scores