Offered.ai · 1 week ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

$85K/yr - $110K/yr

3+ years exp

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Responsibilities

Form close relationships with customers and partner with them to establish Success Plans

Define, prescribe & drive actions aligned with each customer’s Success Plan

Teach customers to independently leverage product features and strengthen their knowledge

Proactively pull, track, and analyze quantitative and qualitative data to drive customer actions

Maintain routine check-ins with customers and conduct Quarterly Business Reviews

Partner internally with cross-functional teams to convey the voice of the customer

Put forward product enhancement recommendations based on personal experience and insights gained from customers

Contribute to the analysis, planning, and execution of Customer Success processes

Qualification

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Catalyst PlatformCustomer SuccessExpansion OpportunitiesLean Startup EnvironmentCSM ProcessesPlaybooksStandardizationProblem-SolvingCommunicationCreativityInfluenceListeningAdaptabilityAction-OrientedPassion

Required

Hands-on experience using the Catalyst platform to help drive value for your book of business

Demonstrated experience in a consultative customer-facing role, ideally having managed a book of business of high volume accounts for 3+ years

A demonstrated command of the customer success role and strategy where you were self-reliant, entrepreneurial, and creative in partnering with your portfolio to drive measurable value for them and your organization

Exceptional ability to be an agent of change - to influence & drive action through others, coupled with the ability to be a proficient listener

A strong commercial acumen, with experience identifying expansion opportunities and partnering with other teams to drive them to closure

Eagerness to learn, with the ability to receive and implement feedback quickly

A bias towards action with the ability to think quickly on your feet and answer unexpected questions with ease

Discernible passion for Customer Success, and for creating memorable customer experiences

Experience working in a lean startup environment

Success in building and standardizing repeatable CSM processes & playbooks, & the desire to do so at Catalyst as we continue to scale