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Customer Success Manager

1 month ago

Lehi, United States ReferPro Full time

About Us

ReferPro is a dynamic and fast-growing SaaS startup focused on providing top-notch referral solutions for service-providing businesses. Our mission is to maximize referral processes and connect businesses with the right customers efficiently.


About the Role

This is a full-time on-site role at ReferPro in Lehi, UT. With our strong focus on customer experience, we are looking to expand our team and hire a Customer Success Manager (CSM) who will play a key role in ensuring our clients' success and growth. You'll be the primary point of contact for your book of business- ensuring they derive maximum value from the platform. This role is focused on building strong relationships, driving product adoption, facilitating retention efforts, and providing exceptional customer service on a daily basis. You’ll have the ability to directly impact our clients’ experiences for the better; this is an exciting opportunity for someone who thrives in a customer-centric environment and is passionate about expanding businesses' potential.


Key Responsibilities

  • Build and maintain strong, strategic relationships with clients to ensure satisfaction, retention, and growth
  • Establish clear and attainable client goals, and tailor their ReferPro experience to reach them
  • Proactively engage with customers to understand their needs and ensure they achieve their goals
  • Provide regular check-ins and business reviews to ensure customers are seeing the expected ROI
  • Track customer metrics and identify opportunities to optimize the customer experience
  • Respond to customer inquiries, troubleshoot issues, and provide exceptional support
  • Serve as the voice of the customer by gathering feedback and collaborating with the product team to improve ReferPro and overall customer journey
  • Identify and execute strategies to reduce churn and increase customer lifetime value
  • Create supplemental material to boost the effects of the ReferPro platform


Qualifications

  • 1+ year of experience in customer success, account management, or a related customer-facing role, ideally in a SaaS or technology company
  • Strong communication and interpersonal skills with the ability to build trust with clients
  • Proactive problem-solving skills and a customer-obsessed mindset
  • Ability to understand and interpret customer needs and translate them into actionable solutions
  • Excellent organizational skills, attention to detail, and multi-tasking abilities
  • Collaborative and self-motivating work style that can thrive in a fast-paced environment
  • Preexisting knowledge of various CRM platforms


What We Offer

  • Hands-on experience in a growing SaaS startup
  • Supportive and mission-driven team environment
  • Untapped career advancement potential within ReferPro
  • Health, vision, and dental insurance