Customer Success Manager

6 days ago

Columbus, Ohio, United States Useascend Full time

About Us

At Useascend, we're revolutionizing the insurance industry by simplifying and modernizing its financial infrastructure. Our mission is to make it easier for people to protect the things they care about.

Your Role

We're seeking a highly motivated and customer-focused Customer Success Manager to join our business development team. As a key member of our team, you'll be responsible for driving adoption and customer engagement, while gaining insights and serving as the voice of our customers internally.

Key Responsibilities

  • Manage all post-sales activity for our business and enterprise customers through strong relationship-building, product knowledge, and planning and execution.
  • Maintain a deep understanding of our product to speak with customers about the most relevant features and functionality for their specific business needs.
  • Increase customer retention by conducting regular check-in calls and preparing monthly account reports for C-level executives and decision-makers.
  • Track accounts to identify churn risk and work actively to improve customer health and retention.
  • Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers.
  • Partner with Sales to help scale our internal processes and improve sales processes based on customer feedback.
  • Partner with Product and Engineering on identifying product improvement requests and bugs.

Requirements

  • A strong desire to learn new skills and business problems, with a self-starter mentality.
  • Comfortable with the ambiguity and pace of an early-stage startup.
  • Able to drive customer onboarding, implementation, and consultation.
  • A proactive team player with ideas about customer activation, churn mitigation, and proactive alerts and reports to improve customer experience.
  • Able to design and build out processes that align with customer needs.
  • High social IQ when it comes to customer service.
  • A Bachelor's degree or strong work experience.
  • Prior customer success experience or equivalent.
  • Familiarity with Salesforce, Zendesk, and other Software-as-a-Service (SaaS) platforms.

What We Offer

  • Competitive base salary and meaningful equity in a fast-growing company.
  • Flexible vacation policy to encourage people to recharge and get offline.
  • Productivity stipend.
  • Parental leave and flexibility for families.
  • 100% world-class Health, Dental, Vision for you and your dependents.

Equal Opportunity Employer

We're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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