200+ applicants

Company

Original Job Post

Ceros · 3 days ago

Customer Success Manager

New York, NY

Full-time

Hybrid

Mid Level

$70K/yr - $100K/yr

3+ years exp

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Responsibilities

Strengthen client relationships health post-sale by deeply embedding yourself in their accounts to drive high engagement

Constantly assess 'health checks' for your customers to drive product usage & adoption, customer satisfaction (NPS) and identify further areas of education

Serve as a client advocate and work with the Account Executive to drive strong renewal rates, reduce churn, and generate higher wallet share

Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value

Maintain a deep understanding of our product & ecosystem in order to speak with customers about the most relevant features/functionality and resources to meet their goals

Collaborate with relevant ecosystem partners in professional services, customer support, educate or marketing organizations to ensure client success measures are met

Develop and execute strategic plans for internal & external stakeholders as well as quarterly business reviews

Bring value to clients beyond the technology through event promotion and sharing content program best practices

Quickly identify accounts where usage is low, understand why, and take action to increase adoption

Qualification

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Customer SuccessAccount ManagementSaaS EnvironmentStakeholder ManagementResource ConstraintsClient EngagementHandling Difficult SituationsExceptional Client ServiceInternal SystemsDigital MarketingProblem-SolvingCommunicationTeam PlayerHigh EnergyPositive AttitudeTime ManagementPresentationPassionEnthusiasmEnergyHumorIntellectually curious

Required

3+ years of customer success/account management experience, preferably in a SaaS business environment

Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints (3-5 years)

Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service

Demonstrates a high degree of organization and proficiency in leveraging internal systems

Excellent communication skills and confidence to build relationships at all levels

Fundamental understanding of design and digital marketing

Highly dependable, team player, self-starter, high energy, positive attitude with good organization and time management skills

Preferred

Passion, enthusiasm, energy, humor, team player mentality, and the ability to convey this through communication and presentation skills

Intellectually curious; you want to understand everything about our customers & market opportunity

Comfortable working in a complex and constantly evolving customer success environment to drive successful customer success outcomes, and strengthen key client relations while handling multiple initiatives at once

Ability to travel 25% of the time