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Plantiful · 1 week ago

Customer Success Manager

New York, NY

Full-time

Hybrid

Entry, Mid Level

$80K/yr - $95K/yr

2+ years exp

Plantiful is focused on transforming the Plant and Horticulture industry by leveraging modern technologies. They are seeking a seasoned Customer Success Manager to build and grow customer relationships, guide customers through implementation, and collaborate with internal teams to enhance the customer experience.

Computer Software

Responsibilities

Demonstrating expert level knowledge in delivering Plantiful solutions and best practices

Onboarding & Adoption: Guide customers through seamless implementation and maximize product value to them

Customer Engagement: You regularly meet with existing customers to promote product option, increase customer loyalty, identify expansion opportunities, strengthen relationships, and monitor usage

Support & Issue Resolution: You address questions and resolve customer issues in a timely manner, collaborating with product & engineering to troubleshoot and resolve issues. Proactively address customer issues via support guides

Cross-Functional Collaboration & Customer Advocacy: You act as a liaison between customers and internal teams, ensuring customer feedback is integrated into product development and prioritized appropriately

Strategic Leadership & Process Optimizations: Work with the CEO, Customer Success, & Sales to continue developing internal and external processes and workflows to improve efficiencies across the customer onboarding, utilization, and renewal journey

Qualification

Customer Success ManagementSaaS experienceIssue resolutionCollaborative relationshipsProject managementCommunication skillsPresentation skillsOrganizational skillsInterpersonal skills

Required

2+ years of experience in a CSM or Account Management role - preferably in a SaaS environment

Experience building collaborative relationships with customers and colleagues. You enjoy being part of the customer journey and partnering with your teammates on challenging problems

Ability to thrive with autonomy and ownership. As a CSM, we'll expect you to own the customer relationships and drive upsell opportunities and retention

Ability to prioritize while managing multiple projects and initiatives in a fast-paced, changing environment

You have experience in managing issues through the end-to-end support lifecycle from initial customer inquiry to triage and reproducing the issue, writing effective bug reports for the development team and inquiry resolution

Collaborative team player comfortable working with the product, sales, and engineering teams

You have excellent communication, presentation, organizational, and interpersonal skills