Customer Success Manager

• Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals through effective territory management
• Coach and teach partner Customer Success Managers (P-CSMs) to excel at customer success
• Own and manage customer escalations and coordinate across departments through final resolution
• Assist P-CSMs with policy and license questions
• Contribute to Customer Success best practices

• 5+ years of SaaS or ERP experience, preferably in Sales, Implementation, or Support roles
• Located in the USA
• Excellent oral and written communication skills
• Ability to work efficiently and effectively in a telecommuted, mostly distributed environment
• Ability to listen, ask questions, build consensus, de-escalate, and solve ambiguous problems
• Experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion
• Ability to coach and teach others how to excel as customer success managers
• Passion for driving customer satisfaction and making sound business decisions
• Ability and interest in learning new software, processes, and policies and sharing that knowledge
• Quick learner, resourceful, self-directed, and able to work independently
• Detail-oriented and organized
• Ability to effectively interact with C-level executives of companies with 100+ employees
• Ability to manage tense situations and bring them to effective resolution
• Proficiency in handling diverse workloads and prioritizing effectively
• Willingness to contribute to overall team success

• Annual bonus eligibility for certain roles
• Stock eligibility for certain roles
• Sales incentives for certain roles, based on revenue or utilization
• Healthcare benefits for US-based employees, including medical, dental, and vision insurance for employees and dependents
• Employer-paid short-term and long-term disability coverage
• Employer-paid basic life coverage
• 401(k) plan with company match
• Flexible time off
• Sick and safe leave
• Professional and financial growth potential
• Work/life balance
• Remote work / distributed-company environment