Customer Success Manager

Position: Customer Success Manager 

Location: Remote

Position Summary:
Do you organize social events for friends, family, and co-workers? Are you someone who self-initiates and is comfortable leading with an approachable and optimistic style. Are you meticulous and utterly reliable because you are organized, self-sufficient, and conscientious?  If this sounds like you, we would love to talk with you! 

The Customer Success Manager’s primary responsibility is to ensure the success and satisfaction of our valued customers. You will be the main point of contact for our clients, working closely with them to understand their needs, address their concerns, and drive their success with our products, and/or services. Your role will be outcome-based, focusing on customer retention, product adoption, and fostering long-term relationships.

Responsibilities:

Customer Engagement and Relationship Building:

•  Establish and maintain strong, trust-based relationships with key customers.
•  Regularly interact with customers to understand their goals, challenges, and overall satisfaction.
• Serve as a primary point of contact for customer inquiries and escalations.

Customer Onboarding and Product Adoption:

• Collaborate with the Onboarding Specialists to develop onboarding plans and ensure successful product implementation.
• Educate customers on product features and best practices to drive adoption and maximize value.

Retention and Customer Satisfaction:

• Monitor customer health indicators and proactively address issues to prevent churn.
• Develop and execute customer success plans to ensure ongoing satisfaction and value realization.
• Collaborate cross-functionally with other departments in Grace Hill such as Finance, Support, and Sales to assure Customer satisfaction.

Data Analysis and Reporting:

• Analyze customer data to identify trends, areas of improvement, and opportunities for enhancing the customer experience.
• Create and deliver regular reports on customer success metrics.

Customer Feedback and Product Enhancement:

• Gather customer feedback and convey insights to the product and development teams for continuous improvement.
• Collaborate with other departments to advocate for customer needs and help shape the product roadmap.

Qualifications:

• Bachelor's degree in business, marketing, or a related field preferred.
• Proven experience in a customer-facing role, such as customer success, account management, or sales.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to understand and communicate technical concepts.
• Proficiency with customer relationship management (CRM) and customer success tools.
• A customer-centric mindset with a passion for delivering exceptional service.
• Strong organizational and time-management skills.
• Goal-oriented with a track record of meeting and exceeding customer success targets.
• Must be willing to travel 30% of the time.

Key Performance Indicators:

• Customer retention rate.
• Product adoption and usage metrics.
• Customer satisfaction and Net Promoter Score (NPS).
• Cross-sell revenue generated.
• Timely resolution of customer issues and escalations.
• Achievement of customer success plan milestones.
• Gross and Net Revenue Retention

Outcome-based approach:

Your success as a Customer Success Manager will be measured not just by your activities, but by the outcomes you achieve in terms of customer satisfaction, retention, and revenue growth. Your role is pivotal in ensuring that our customers derive maximum value from our products or services, and your efforts directly contribute to our company's growth and success.

About Grace Hill