Customer Success Lead

2 weeks ago

Salt Lake City, United States ShowMojo Full time
About the Role

As a Customer Success Lead, you will play a pivotal role in driving customer satisfaction, retention, and growth for ShowMojo, a SaaS company and leasing automation platform in the Prop Tech space. To learn more about us visit: showmojo.com. You will be responsible for managing a portfolio of key accounts, identifying opportunities for upselling and cross-selling, and mitigating churn. This role requires a strong understanding of our product, excellent communication skills, and a passion for building long-lasting customer relationships.

Values

ShowMojo strives to connect individuals that closely align with our values:
  • Do you have the confidence to exchange opinions in an open environment with respectful candor?
  • Are you self-directed and able to proactively solve problems?
  • Do you pride yourself on showing up prepared and feel personal responsibility to see your accountabilities through to completion?
If this resonates with your personal values, we would like to have a career discussion with you.

Responsibilities
  • Customer Relationship Management:
    • Build and maintain strong relationships with key accounts.
    • Proactively identify and address customer needs and pain points.
    • Conduct regular business reviews and check-ins with key accounts.
  • Customer Success Strategy:
    • Develop and implement a comprehensive customer success strategy aligned with company goals.
    • Track key metrics and analyze customer data to identify trends and opportunities.
    • Collaborate with cross-functional teams to improve customer experience and product adoption.
  • Churn Reduction:
    • Proactively identify at-risk customers and develop tailored retention plans.
    • Conduct thorough churn analysis to understand root causes and implement preventive measures.
    • Work closely with customer support and sales teams to resolve issues and improve customer satisfaction.
  • Upselling and Cross-Selling:
    • Identify opportunities for upselling and cross-selling within existing accounts.
    • Develop and execute targeted sales campaigns to drive revenue growth.
    • Collaborate with the sales team to close deals and ensure smooth transitions.
  • Event Management:
    • Represent the company at 4-6 industry tradeshows per year.
    • Plan and execute effective trade show strategies to generate leads and build brand awareness.
    • Manage logistics and coordinate with marketing and sales teams to ensure successful event participation.
Requirements
  • 5+ years of experience in customer success, account management, or a related field.
  • Proven track record of managing key accounts and driving customer satisfaction.
  • Strong understanding of SaaS business models and metrics.
  • Excellent communication and interpersonal skills.
  • Ability to build strong relationships with customers at all levels.
  • Strong analytical and problem-solving skills.
  • Experience with CRM and customer success tools.
  • Willingness to travel for industry events and customer visits.
Benefits
  • Competitive salary and benefits package.
  • Remote work opportunities.
  • Opportunities for professional growth and development.
  • Collaborative and supportive work environment.


If you are a passionate and results-oriented individual who thrives in a fast-paced environment, we encourage you to apply.

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