Customer Success Manager

4 days ago

Denver, Colorado, United States Accuris Full time
Job Title: Customer Success Manager

Location: Denver, CO (Hybrid)

About Us:

Accuris is a company that accelerates innovation in engineering workflows and supports the vibrancy of the engineering community. With a rich history dating back over 60 years, Accuris has been an integral part of the engineering ecosystem. Our company is valued for its standards content and workflow solutions, including Engineering Workbench, Goldfire, Haystack, and Parts Management Solutions.

Position Summary:

We are seeking a strategic and collaborative colleague to join our Customer Success organization. As a Customer Success Manager, you will be responsible for building long-term relationships with our customers in the North America region, ensuring the success of our solutions. This role requires a combination of exceptional people skills, operational excellence, a passion for results, and a mentality that anything is possible.

Responsibilities:

  • Supporting customers within our new customer onboarding and success management programs
  • Orchestrating overall relationships with assigned customers, including growing adoption, ensuring retention, and happiness
  • Developing a deep understanding of customers' business and technical objectives, partnering with them to build strategic joint success plans with identified objectives, milestones, and measurable KPIs
  • Working with clients to build Customer Success Plans, establishing critical goals to aid the customer in realizing value with our solutions
  • Acting as a trusted advisor to customers and becoming an extension of their team, establishing relationships wide and high throughout the organization and driving continued value of our solutions
  • Increasing customer retention by conducting regular check-in calls for tactical items and performing quarterly health checks for strategic reviews
  • Measuring and monitoring customers' health, product usage, support issues, and user feedback, sharing health updates regularly with internal and external stakeholders
  • Working closely with the Accuris Account Team to find opportunities for new usage of our solutions across organizational functions, conducting strategic account planning to prioritize opportunities and customer goals
  • Coordinating and/or delivering customer training to educate and impact user workflows
  • Acting as a primary point of contact to our customers, capable of triaging customer inquiries directly
  • Working with the Marketing team to identify and develop Case Study opportunities
  • Acting as the liaison for technical inquiries, issues, or escalations, working with Technical Support, Product Management, or others as needed
  • Maintaining an expert level of understanding of Accuris products and solutions to understand common best practices and consulting solutions for assigned customers, providing insight into the availability and applicability of new products and features

Requirements:

  • Must have 5+ years of experience within customer success or customer care at a B2B environment working with a global customer base; engineering/technical persona expertise considered a plus
  • Proficient written and verbal skills in other languages is a plus (Spanish, German, French, etc.)
  • Possess a high level of empathy and patience, able to work with a range of people worldwide
  • Have experience in building long-term strategic relationships
  • Be a strong teammate, but still a self-starter
  • Possess strong presentation skills to be used both internally amongst colleagues and externally amongst customers; must have excellent oral and written communication skills
  • Demonstrate proven skills to quickly evaluate complex issues and identify multiple options for resolution
  • Willingness to travel up to 20%

What We Offer:

Competitive base salary, bonus, and equity as part of our employee ownership plan. A comprehensive benefits package that includes medical, dental, vision, and life insurance plans, paid time off, a generous 401k match with no vesting period, parental leave, and 3 volunteering days each year.

The anticipated base salary for this role is $65,000 - $75,000. Compensation will be determined by the education, experience, knowledge, and abilities of the applicant. In addition to base compensation, this role is eligible for an annual incentive plan as well as comprehensive benefits.

Company Statement:

Accuris delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies, and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup.

Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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