Customer Success Manager
4 weeks ago
Rfgen is seeking an experienced Customer Success Manager (CSM) to join our team and lead our customer success program. This position is pivotal in maintaining and enhancing customer relationships, particularly in the post-sales cycle. As a CSM, you will play a critical role in ensuring the seamless adoption of our SaaS-based barcode and mobility solutions within mid-sized to large enterprises.
About RFgen
RFgen digital transformation strategies help to reduce waste from paper, packaging, energy, scrap, and risk to human safety. Our solutions are integral to green and front-line sustainability initiatives for enterprise customers operating in the supply chain. Since 1983, we have provided exceptional customer experiences through our extraordinary people. Our highly diverse team is comprised of proven experts with extensive expertise in digital supply chain automation, ERP environments, and mobile app development. No other company can match our level of experience, expertise, and long-term reliability.
At RFgen, we put our people first—really. Even if that means putting profits second. Our high standard for ethical, sustainable practices drives everything we do and extends from our team members to our customers to our partners. We believe that exceptional people create exceptional customer experiences. So, we invest in a culture of learning and growth to ensure each team member reaches their full potential. When you join the RFgen, expect to feel supported, challenged, and fulfilled.
Requirements
Customer Retention:
Monitor customer health scores and identify risk factors that could lead to churn.
Develop and implement customer retention strategies tailored to individual client needs.
Regularly check in with customers (Quarterly Business Reviews), monitoring satisfaction and identifying opportunities for improvement.
Oversee the customer contract renewal process.
Implementation Support:
Act as the customer advocate during the multiple month implementation process.
Coordinate between the implementation team, project management, development, and the customer to resolve issues and keep the project on track.
Conduct regular status updates and review meetings with the customer during the implementation phase.
User Adoption:
Guide customers through the product features and industry best practices.
Provide training and educational materials to accelerate product adoption.
Collect customer feedback to guide our product development team in creating features that meet customer needs.
Account Expansion:
Identify upsell and cross-sell opportunities within the existing customer base.
Develop and execute expansion plans in collaboration with the sales team.
Facilitate contract renewals and negotiate terms as needed.
Customer References and Advocacy:
Identify satisfied customers who can act as references for potential clients.
Facilitate case studies and testimonials from satisfied customers.
Encourage active customer participation in community forums and events.
Program Development:
Assist in the development and refinement of the Customer Success program.
Mentor and train other team members as the department grows.
Qualifications:
Bachelor’s degree in a relevant field.
A minimum of 5 years of experience in a customer-facing role, preferably in Customer Success.
A minimum of 1-2 years of Manager Experience
B2B Enterprise Sales
Experience in managing SaaS solutions in the supply chain or a similar vertical.
Strong interpersonal, communication, and project management skills.
Proficient in customer success software and CRM systems.
If you're a passionate and experienced Customer Success Manager looking to make a significant impact on customer relationships and drive growth in a dynamic company, we encourage you to apply and join our team.
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