Customer Success Manager

1 month ago

Philadelphia, Pennsylvania, United States ROAR for Good Full time
About ROAR for Good

ROAR for Good is a purpose-driven technology company dedicated to creating safer workplaces through innovative solutions. Our patented panic alarm technology utilizes bi-directional protection to ensure the safety of at-risk workers with the touch of a button. We empower industries such as hospitality and healthcare with wearable panic buttons, revolutionizing workplace safety while embodying our values as a certified B-Corporation.

Position Overview

The Manager of Customer Success will play a pivotal role in ensuring the seamless adoption and ongoing satisfaction of our solutions among our client base. This leadership position will involve overseeing a team dedicated to customer success operations, driving engagement, retention, advocacy, and paving the way for product adoption, while aligning with the company's mission and values.

Key Responsibilities
  • Customer Advocacy: Advocate for customer needs, representing the voice of the customer in strategic planning meetings or product roadmap discussions.
  • Customer Segmentation: Segment customers based on their needs, behaviors, or lifecycle stages to tailor engagement strategies more effectively.
  • Customer Success Reviews: Conduct regular business reviews with key customers, utilizing a data-driven approach to assess their progress, product utilization, address challenges, and identify opportunities for deeper partnership or upselling.
  • Renewal and Expansion Management: Focus on expanding customer lifetime value through the implementation of customer renewal management strategies combined with development of referral programs to expand customer base.
  • Customer Experience: Cultivate strong relationships with customers, gathering testimonials and facilitating case studies to showcase the tangible value of the product.
  • Leadership: Lead and mentor the customer success team, fostering a culture of collaboration, accountability, and continuous improvement.
  • Upselling and Cross-selling: Collaborate with the sales team to identify and capitalize on upsell and cross-sell opportunities within the existing customer base, setting and achieving sales targets to contribute to revenue growth and customer lifetime value, while developing strategies to effectively communicate the value of upsell opportunities to customers.
  • Customer Success Metrics Reporting: Establish and monitor key performance indicators (KPIs) to track customer health, satisfaction, and engagement, implementing action plans as needed. Report on the overall health of the customer base, trends in customer satisfaction, and the impact of customer success initiatives.
  • Escalation Management: Serve as a primary point of contact for escalated customer issues, working closely with internal stakeholders to resolve issues promptly and effectively.
  • Continuous Improvement: Develop standard operating procedures to ensure a consistent and predictable engagement with customers, enhancing the overall customer experience. Deliver training materials, webinars, and workshops to educate clients and maximize value realization.
Requirements
  • Bachelor's degree in business, marketing, or a related field; advanced degree preferred.
  • 5+ years of experience in customer success management or related roles, preferably in a technology or SaaS environment.
  • Proven track record of building and leading high-performing teams, with a focus on driving customer satisfaction and retention.
  • Exceptional communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels.
  • Strong analytical skills, with the ability to interpret data and insights to drive informed decision-making.
  • Experience with data visualization applications like Power BI, Quicksight, Tableau.
  • Passion for customer advocacy and a deep commitment to delivering value and driving positive outcomes for clients.
  • Comfortable working in a fast-paced, dynamic environment with a high degree of autonomy and accountability.
  • Practical application in managing customer accounts and cross-functional collaborations.
  • Understanding of sales techniques, negotiation strategies, and customer psychology is vital for this role.
  • 3+ years' experience in sales activities, such as prospecting and closing deals related to identifying and capitalizing on upsell and cross-sell opportunities.
Benefits
  • Competitive compensation package.
  • Comprehensive healthcare benefits (Medical, Dental, Vision).
  • Flexible PTO policy.
  • Parental leave.
  • Stock option plan.
  • Remote work flexibility.
Diversity & Inclusion

At ROAR for Good, we are dedicated to fostering a diverse and inclusive workplace where all individuals are valued and respected. We actively encourage candidates from diverse backgrounds to apply, and we are committed to providing equal opportunities for all employees, regardless of race, religion, gender, sexual orientation, age, or disability status.

  • Customer Success Manager

    4 days ago

    Philadelphia, Pennsylvania, United States Konica Minolta Business Solutions Ltd Full time

    Job Title: Lead Customer Success ManagerJob Summary: Konica Minolta Business Solutions Ltd is seeking a skilled Lead Customer Success Manager to join our team. The successful candidate will be responsible for fostering successful business relationships with our customers, driving growth in Managed IT Services, and managing existing business with key accounts...

  • Customer Success Manager

    2 weeks ago

    Philadelphia, Pennsylvania, United States ROAR Full time

    About ROARROAR is a pioneering technology company dedicated to revolutionizing workplace safety through innovative solutions. Our mission is to empower industries with cutting-edge technology, ensuring the well-being of at-risk workers.Position OverviewThe Manager of Customer Success will play a pivotal role in driving the adoption and satisfaction of our...

  • Customer Success Manager

    3 weeks ago

    Philadelphia, Pennsylvania, United States NRT Technology Full time

    About NRT TechnologyWe're a global leader in FinTech and Information Technology, dedicated to building innovative solutions that elevate and enhance the enterprise gaming industry. Our next-generation solutions encompass every aspect of the modern integrated resort, including secure payment systems, AML compliance and reporting tools, credit information, and...

  • Customer Success Manager

    3 days ago

    Philadelphia, Pennsylvania, United States ROAR for Good Full time

    About ROAR for GoodROAR for Good is a purpose-driven technology company dedicated to creating safer workplaces through innovative solutions. Our patented panic alarm technology utilizes bi-directional protection to ensure the safety of at-risk workers with the touch of a button. We empower industries such as hospitality and healthcare with wearable panic...

  • Customer Success Manager

    1 week ago

    Philadelphia, Pennsylvania, United States Konica Minolta Business Solutions Ltd Full time

    Job DescriptionOverviewThe Lead Customer Success Manager is a pivotal role in managing existing business with key accounts to achieve sales targets by increasing recurring and non-recurring services revenue. This position requires building partnerships with customer decision-makers to provide value and drive mutual success. The Lead Customer Success Manager...

  • Customer Success Manager

    4 days ago

    Philadelphia, Pennsylvania, United States Konica Minolta Business Solutions Ltd Full time

    Job Description OverviewThe Lead Customer Success Manager is a pivotal role in managing existing business with key accounts to achieve sales targets by increasing recurring and non-recurring services revenue. This position is responsible for fostering successful business relationships while driving growth in Managed IT Services.Key ResponsibilitiesServe as...

  • Customer Success Manager

    3 days ago

    Philadelphia, Pennsylvania, United States Food Hub Full time

    Job Title: Customer Success ManagerAbout the Role:We are seeking a highly skilled Customer Success Manager to join our team at Food Hub. As a Customer Success Manager, you will be responsible for managing a portfolio of key reseller partners and clients, acting as a trusted advisor to support them in growing their business and reducing operational costs.Key...

  • Customer Success Manager

    1 month ago

    Philadelphia, Pennsylvania, United States IncentFit Full time

    Job Title: Customer Success SupervisorWe are seeking a motivated Customer Success Supervisor with strong experience in SaaS and the ability to support a customer service team working on a technology platform.Job SummaryThis mid-level role requires a proven track record in customer success, specifically in the B2B SaaS industry. As a people-focused manager,...

  • Customer Success Manager

    1 week ago

    Philadelphia, Pennsylvania, United States ROAR Full time

    About ROARROAR is a technology company dedicated to creating safer workplaces through innovative solutions. Our patented panic alarm technology ensures the safety of at-risk workers with the touch of a button.We empower industries such as hospitality and healthcare with wearable panic buttons, revolutionizing workplace safety while embodying our values as a...

  • Regional Manager of Customer Success

    2 months ago

    Philadelphia, Pennsylvania, United States Canonical - Jobs Full time

    Job OverviewCanonical is a prominent provider of open-source software and operating systems, catering to the global enterprise and technology sectors. Our flagship platform, Ubuntu, is extensively utilized in transformative enterprise projects, including public cloud, data science, AI, engineering innovation, and IoT. We serve a diverse clientele, including...

  • Director of Customer Success

    4 weeks ago

    Philadelphia, Pennsylvania, United States Jobot Full time

    Job Title: Director of Customer SuccessWe are seeking a highly skilled and experienced Director of Customer Success to join our fast-growing technology company. As a key member of our team, you will play a critical role in driving customer success, ensuring high customer retention rates, and identifying upselling opportunities.About the Role:Develop and...

  • Customer Success Account Manager

    3 days ago

    Philadelphia, Pennsylvania, United States Impilo Full time

    Account Manager Role SummaryWe are seeking an experienced Account Manager to play a crucial role in developing and maintaining strong relationships with our key customers and stakeholders. The ideal candidate will have a proven track record in account management and/or customer success, preferably in the healthcare tech industries, SaaS and/or an...

  • Customer Success Partner

    4 days ago

    Philadelphia, Pennsylvania, United States RSP Full time

    Role Overview:We are seeking a skilled Customer Success Partner to collaborate with our customers and drive long-term success. As a key member of our team, you will develop strong relationships within your assigned territory, connecting with key decision-makers and ensuring seamless communication between customers and internal teams.Key Responsibilities:...

  • Implementation Manager

    1 week ago

    Philadelphia, Pennsylvania, United States ParetoHealth Full time

    About the RoleParetoHealth is seeking an experienced Implementation Manager to join our team. As a key member of our implementation team, you will be responsible for managing various customer communications, supporting onboarding initiatives, tracking all necessary documentation and deadlines, and collaborating cross-functionally to ensure each Member and...

  • Director of Customer Success

    3 weeks ago

    Philadelphia, Pennsylvania, United States NBME Full time

    Job Title: Director, Customer SuccessJob Summary:NBME is seeking a highly skilled Director, Customer Success to lead our customer success team and provide proactive and personalized care to our customers, partners, and stakeholders. The successful candidate will be responsible for driving customer satisfaction, programmatic, business, and strategic goals.Key...

  • Customer Success Supervisor

    1 week ago

    Philadelphia, Pennsylvania, United States IncentFit Full time

    About the RoleWe are seeking a motivated Customer Success Supervisor with strong experience in SaaS and the ability to support a customer service team working on a technology platform. This mid-level role requires a proven track record in customer success, specifically in the B2B SaaS industry.The ideal candidate will lead, mentor, and guide our Customer...

  • Director of Customer Success and Growth

    2 weeks ago

    Philadelphia, Pennsylvania, United States Jobot Full time

    Job Title:Director of Customer Success and GrowthJob Summary:We are seeking a seasoned Director of Customer Success and Growth to join our fast-growing technology company. As a key member of our team, you will play a critical role in driving customer success, ensuring high customer retention rates, and identifying upselling...

  • Customer Success Manager

    4 days ago

    Philadelphia, Pennsylvania, United States FreedomPay Full time

    The FreedomPay Commerce Platform is a cutting-edge technology that empowers businesses to deliver seamless commerce experiences across multiple continents. As a key member of our team, you will be responsible for ensuring client satisfaction through proactive communication, timely issue resolution, and strategic relationship management.Main...

  • Senior Customer Success Leader

    2 months ago

    Philadelphia, Pennsylvania, United States Jobot Full time

    Join a leading AI-driven service provider dedicated to enhancing the experience of students, faculty, and staff in higher education.Salary: $130,000 - $150,000 annuallyAbout Us:We are a prominent software company focused on higher education, partnering with over 150 institutions globally. Our mission is to create innovative solutions that assist colleges and...

  • Senior Customer Success Specialist

    1 week ago

    Philadelphia, Pennsylvania, United States Wolters Kluwer Full time

    Job SummaryWe are seeking a highly skilled Senior Customer Success Specialist to join our team at Wolters Kluwer. As a key contributor to our multifunctional team, you will drive success and meaningful utilization of our CE product suite at customer sites.Key ResponsibilitiesOversight of product implementation, ongoing utilization, and customer relationship...