Customer Success Manager

3 days ago


Los Angeles, California, United States Northern Impact Full time
Customer Success Manager

At Northern Impact, we're seeking a highly skilled Customer Success Manager to join our team. As a key member of our organization, you'll play a critical role in driving long-term customer success and growth.

About the Role

We're looking for a seasoned professional with a proven track record of managing customer relationships effectively. As a Customer Success Manager, you'll be responsible for building strong relationships with our clients, identifying and solving issues, and driving product adoption.

Key Responsibilities
  • Develop expertise in our product offerings and serve as the primary point of contact between our company and clients.
  • Proactively interface with multiple levels of client management, building rapport and strong professional relationships.
  • Manage regular check-in calls to drive adoption, solve tactical issues, and identify product development/up-sell opportunities.
  • Translate client requests into technical and/or engineering requirements.
  • Take ownership of daily problems and issues, quarterbacking and managing internal teams from troubleshooting to completion.
  • Work with clients to understand how best to use our services and provide valuable feedback to business and development teams.
  • Help clients better understand the full potential of our products.
  • Act as liaison between clients and the Product Development team.
  • Manage backlogs and timelines on behalf of large enterprise clients.
  • Oversee technical implementation details for each client (business rules, data processes, etc.), and ensure up-to-date documentation.
  • Build presentation materials and present findings to small teams.
  • Lead web-based trainings, conference calls, and in-person client meetings.
Requirements
  • Education: BA/BS degree, with business-oriented concentration (e.g., economics, marketing, finance, engineering).
  • Work Experience: 4+ years of professional experience, with at least 2 in a client-facing/account management role.
Preferred Qualifications
  • Candidates based in Eastern or Central Time Zones.
  • Candidates who have relevant industry experience: construction equipment rentals.


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