Swooped · 20 hours ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$140K/yr - $160K/yr

5+ years exp

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Responsibilities

Manage the retention of a designated book of business, primarily focused on segment-specific customers (either enterprise or mid-market).

Serve as the primary point of contact for customers and collaborate with internal teams such as Sales, Solutions Architect, and Customer Support.

Gather and monitor customer-specific business goals and strategies, providing expert guidance on achieving results using the platform's capabilities and industry knowledge.

Foster a culture of continuous improvement through methodical product updates informed by data analysis and experimentation.

Provide top-tier customer service through prompt communication, proactive strategic consultation focused on customer needs, and innovative solutions to reduce unnecessary interactions.

Act as a product expert capable of promoting feature activation by introducing new capabilities, offering usage and configuration recommendations, and gathering feedback for feature requests or bug fixes.

Recognize and showcase the specific successes customers achieve while using the platform.

Guide prospects and customers through pilot programs for core products and new feature releases with an emphasis on speed and education.

Oversee all aspects of the customer lifecycle, tracking key data points such as feature activations and communications, using the designated customer success platform.

Maintain an accountability mindset across all responsibilities when working with customers, fellow Customer Success Managers, and cross-functional partners.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementData AnalysisSoftware Platform ExpertiseCustomer Service OrientationSQLB2B SaaS ExperienceDigital Marketing ExperienceData Analytics PlatformsSenior Living Industry Knowledge

Required

5+ years of experience in customer-facing roles such as Customer Success Manager, Customer Success Engineer, Solutions Architect, or Customer Support within the software sector.

Experience engaging with mid-market and enterprise customers with a minimum annual contract value (ACV) of $75K.

In-depth understanding of software platform capabilities at a feature level, including intended usage, configurability, best practices, and potential enhancements to meet customer needs.

Proven ability to align high-level business objectives with feature-level product capabilities to drive successful outcomes and enhance product adoption.

Familiarity with data analysis, including performance assessment, drawing insights, and communicating findings to both technical and non-technical audiences; proficiency in tools like Microsoft Excel or Google Sheets is required.

Demonstrated written and verbal communication skills, enabling effective relationship-building with diverse audiences.

A customer service orientation aimed at delivering business value in every interaction while minimizing customer effort to enhance experiences.

A growth mindset focused on achieving results while consistently seeking opportunities for improvement, especially in customer value, product enhancements, and team collaboration.

Adaptability to change and re-prioritization based on evolving customer and team needs; exhibits the initiative to seek clarity in a dynamic and fast-paced environment typical of rapidly growing software startups.

Willingness for limited travel (once a quarter or half-year) for customer or company events.

Strong organizational skills and attention to detail.