Customer Success Manager

3 weeks ago

Deerfield, United States Logik Full time
About Logik.io

Get in on the ground floor of our fast growing startup founded by proven entrepreneurs. Logik.io was founded in 2021 by Christopher Shutts and Godard Abel who together co-founded two prior CPQ pioneers - BigMachines in the early 2000s (sold to Oracle) and Steelbrick (sold to Salesforce).

Logik.io provides a "Commerce Logic Engine" - a solution that enables customers to sell their products and services more effectively. We do this by providing a dedicated engine to govern the logic, rules, and recommendations that direct how products can and should be configured and sold, helping businesses drop the manual and custom-built solutions they use to augment their quoting and eCommerce tools.

Logik.io raised a $10M Seed Round backed by High Alpha and Salesforce Ventures and most recently a $16.5M Series A round led by Emergence Capital.

The Opportunity:

At Logik.io, we build extraordinary software because we know our customers' needs better than anyone else. We live customer success as a core value everyday at Logik.io. Our goal is to establish a robust approach to ensure the happiness and success of each of our customers.

We are looking for someone with a get it done attitude, who can be a part of a highly effective customer success management (CSM) function for the company. Customer Success is unique at Logik.io in that it resides within the larger Product Management organization. You will have direct access to Product resources to help unlock your customers' true potential.

What you will be doing:

The Customer Success Manager reports directly to the CS leader within the Product team, and represents Logik.io as the primary point-of-contact for our post-sales customers. They are Logik.io subject-matter experts guiding our new and expanding customers through implementation, adoption, and value realization.

In this high-ownership role, you will:
    • Own and Project Manage the onboarding process for new customers: You will welcome new customers from the sales handoff and ensure a successful transition from prospect to customer. You will partner with cross-functional teams at Logik and contacts from our Partner ecosystem to ensure accountability to a stated go-live date. This will require robust project management delivery to ensure a successful outcome.
    • Detect and Diagnose risks: You'll work to proactively identify and diagnose risks that may inhibit a customer's success and work with the Logik.io leadership team to get the customer back on track. You'll identify possible churn or contraction risk early and work with the wider leadership team on mitigation plans. Action planning will be a critical marker of success for this skillset.
    • Track Adoption & Define ROI: Evaluate and analyze your customer needs, maintaining a pulse on how our customers are tracking against their key goals and outcomes. You will identify opportunities to increase adoption, showcase value, and adopt new features needed for them to maximize the value of our platform.
    • Product Expert: Become a product expert and learn the ins and the outs of the greater CPQ and eCommerce ecosystem; work hands-on in the product, helping customers implement their configuration and troubleshoot technical challenges.
    • Trusted Advisor: You deeply empathize with your customers. You bring a consultative mindset to every interaction, always working to build rapport and incubate a proactive and trusted relationship with your contacts.
    • Build & Nurture Executive Relationships: You will identify & support key advocates within the organization who actively promote the value of Logik.io. In partnership with your Champion, you're able to leverage success metrics & value driven insights to gain sponsorship at an Executive level.
    • Develop Content: You will build technical documentation, author business-first case studies, and participate in the content creation process to represent the needs of our customers
Who you are:
    • Customer-First Attitude: Ability to successfully advocate for both your customers and your company. You know how to be the voice of the customer in the company while mediating between the customer's requests and the company's vision.
    • Act Like an Owner: You are driven and proactive, taking ownership of your role and responsibilities. You anticipate needs, and act independently to prioritize actions.
    • Technically Curious: You are motivated by learning new technology and excited to become a functional expert in the core product and its associated features. You are able to quickly learn technical product use-cases and detect customer cues to effectively position potential solutions.
    • Excellent Communicator: Your written and spoken communication skills are outstanding.
    • Highly Organized & Autonomous: You are capable of efficiently managing your workload and thrive in an environment that encourages autonomy.
    • Problem Solver: you have strong intuition and critical thinking skills allowing you to detect problems quickly and either implement tailored solutions or escalate with clarity and tact.
    • Team Player: You collaborate well with others, know when to pull specialists or leaders in and keep others informed proactively. Win as a team
Qualifications:
    • 4+ years in a customer-facing role, ideally in onboarding/implementation, customer/partner success, or technical customer support, with a track record of top performance.
    • You have experience project managing customers and holding cross-functional teams accountable to timelines and outcomes.
    • 10% travel required for customer visits
    • Hybrid role - 2 full working days / week in office is required

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