Customer Success Manager

3 weeks ago

New York, United States 94TECH Full time

**Key Responsibilities**:
**Strategic Scaling**: Oversee onboarding and renewal processes (including business reviews) for SMB to Mid-Market clients, enhancing time to value through scalable methods such as digital content and automated tools. This role includes producing and delivering web-based and in-person training sessions.

**Engagement Optimization**: Boost customer adoption and deepen engagement by understanding mid-market needs and creating system-based solutions along with relationship-driven tactics.

**Resource Management**: Develop and maintain self-service documentation and video training materials to promote customer independence and satisfaction.

**Collaborative Integration**: Work closely with Sales, Product, Engineering, and Design teams to ensure our product roadmap and operations align with mid-market customer needs.

**Customer Advocacy**: Represent the voice of the customer internally, ensuring feedback influences our product development and service strategies.

**Data Analysis**: Track and report on customer health metrics and feedback to guide business strategies.

**Revenue Generation**: Meet monthly expansion goals, upsell targets, and renewal forecasts within the mid-market segment.

**Process Innovation**: Partner with Ops to develop and refine Customer Success processes, enhancing the scalability and effectiveness of the function.

**You're the perfect fit for this role if**:
**Proven Experience**: You have a deep understanding of mid-market dynamics in a SaaS environment, with 3-5 years of experience in customer success roles at product-led, growth-focused companies.

**Systems Expertise**: You use systematic approaches to solve problems and scale customer interactions.

**Data Oriented**: You have a data-driven approach, focusing on scaling customer success operations through systems and processes.

**Adaptive**: You thrive in a fast-paced, dynamic environment and are proactive in generating solutions.

**Strong Communication Skills**: You possess exceptional written and verbal communication skills, able to effectively convey value proposition to diverse audiences.

**Technical Acumen**: You are familiar with CRM tools (HubSpot preferred) and adept at managing multiple stakeholder needs simultaneously.

Pay: $80,000.00 - $115,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Compensation package:

- Bonus opportunities
- Performance bonus
- Stock options

Schedule:

- 8 hour shift

**Experience**:

- Customer Success: 2 years (required)

Ability to Commute:

- New York, NY 10001 (required)

Work Location: In person

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