Customer Success Manager

2 weeks ago

Boston, United States Kuraray America , Inc. Full time

Who we are We’re Happeo — a team of passionate problem-solvers working hard to build the best next-gen intranet out there. Spread across (home) offices, generations, and time zones, we’re on a mission to help organizations grow in extraordinary ways. About the role The Customer Success Manager role is a key role within Happeo’s Revenue and Go To Market function. CSMs are responsible for our customer relationships, focusing on making them successful with Happeo and securing their long-term commitments to us as a partner and provider. The role requires a combination of consultative and commercial skills, as well as effective stakeholder management. CSMs are responsible for understanding our client’s needs, goals, objectives, and challenges and supporting them in building a Happeo Strategy and platform that delivers on those needs. This is done so that they achieve a significant return on and drive business success with their Happeo subscription. What you will be doing Serving as your customers’ primary point of contact throughout their customer journey, ensuring their renewal and expansion.

Managing customer renewals and commercial discussions and negotiations.

Increasing the value and impact that your customers experience with Happeo to help them deliver ROI.

Partner with customer stakeholders to create success plans based on their needs and goals.

Helping your customers to reach these goals through consultation, best practices and strategic and tactical advice.

Use analytical and storytelling skills to help your customers understand where they are strong and where they have opportunities to improve with Happeo and enable them to deliver on these opportunities.

Establish and expand relationships with key stakeholders in your customer base.

Where you see an opportunity, contribute to the creation and improvement of materials that support customers through the customer journey and its key touch points.

Collaborate with internal stakeholders to be a true voice of the customer and champion initiatives that your customer base needs to be successful.

Turn your customer stakeholders into champions and advocates.

What you bring 5+ years of experience in customer-facing roles, ideally in the Customer Success space

Strong understanding of Software as a Service (SaaS)

Proven track record of building relationships with customer executives and champions.

Natural curiosity and a desire to understand customer needs

Problem-solving skills and a desire to brainstorm and provide solutions to your customers.

Consultative and commercial mindset

Experience in negotiations and renewal management

Very comfortable with technology and digital tools

Native-level spoken and written English

Nice to have: Knowledge of Internal Communications or the Intranet / Digital Workspace industry

Experience in a start-up

High-level understanding of provisioning tools, SSO, Google OUs and groups and technicals, or a willingness to learn about technical details.

Additional languages

What we offer Lots of flexibility and autonomy: we won't tell you how to do your job, you're the expert

Flexible working hours

Healthcare, including dental and vision

25 days of paid time off

401K: 4% match

Paid parental leave

Monthly wellbeing budget

Phone subscription

Happeo options plan

Come as you are At Happeo, we are dedicated to fostering a workplace where every individual, regardless of their background, identity, or perspective, feels valued and appreciated. Our commitment to diversity and inclusion extends beyond mere words, and we wholeheartedly encourage candidates from all walks of life to join us in our mission. We recognize that true strength lies in the unique experiences and perspectives that each person brings to our team. Join us, and let's build a more inclusive, diverse, and equitable future together.

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