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Customer Success Manager

2 months ago

Philadelphia, Pennsylvania, United States ROAR for Good Full time
About the Company:

Welcome to ROAR for Good, a pioneering technology firm dedicated to improving workplace safety through innovative solutions. Our state-of-the-art panic alarm technology, designed for bi-directional protection, aims to safeguard vulnerable employees at the touch of a button. By equipping sectors such as hospitality and healthcare with wearable panic buttons, we are redefining safety standards while proudly holding the title of a certified B-Corporation.

Position Title: Customer Success Manager

Company: ROAR for Good

Position Overview:

As the Customer Success Manager at ROAR for Good, you will report directly to the Vice President of Customer Success Operations. Your role will be crucial in ensuring our clients effectively adopt and remain satisfied with our solutions. This leadership position entails overseeing a team focused on customer success operations, enhancing engagement, fostering retention, and driving product adoption in line with our company values and mission.

Key Responsibilities:
  • Customer Advocacy: Act as the customer's representative in strategic discussions and product development meetings.
  • Customer Segmentation: Customize engagement strategies based on client needs, behaviors, and lifecycle stages.
  • Client Success Reviews: Conduct regular business assessments with key clients to evaluate progress and identify growth opportunities.
  • Renewal and Expansion Management: Focus on maximizing customer lifetime value through strategic oversight.
  • Client Experience: Cultivate strong relationships with clients to demonstrate product value.
  • Leadership: Guide and mentor the customer success team to promote collaboration and accountability.
  • Upselling and Cross-selling: Work alongside sales to uncover opportunities for revenue enhancement.
  • Customer Success Metrics Reporting: Develop key performance indicators to monitor customer health and satisfaction.
  • Escalation Management: Address escalated customer concerns promptly and effectively.
  • Continuous Improvement: Create procedures for consistent customer engagement and education.
Qualifications:
  • Bachelor's degree in business, marketing, or a related field; advanced degree preferred.
  • 5+ years of experience in customer success management or similar roles, ideally within the technology sector.
  • Demonstrated success in leading customer success teams and enhancing satisfaction and retention.
  • Outstanding communication and interpersonal skills.
  • Strong analytical abilities and familiarity with data visualization tools.
  • Passion for customer advocacy and a commitment to delivering value.
  • Ability to thrive in a fast-paced environment with significant autonomy.
  • Experience in managing customer accounts and cross-functional collaboration.
  • Understanding of sales techniques and negotiation strategies.
Benefits:
  • Competitive compensation package.
  • Comprehensive healthcare benefits (Medical, Dental, Vision).
  • Flexible PTO policy.
  • Parental leave.
  • Stock option plan.
  • Remote work flexibility.
Diversity & Inclusion:

We are committed to fostering a diverse and inclusive workplace. Individuals from all backgrounds are encouraged to apply as we provide equal opportunities for all employees, irrespective of differences.