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Customer Success Manager

2 months ago

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

ROAR for Good is a pioneering technology firm dedicated to improving workplace safety through innovative solutions. Our state-of-the-art panic alarm technology provides bi-directional protection, ensuring at-risk employees are safeguarded at the press of a button. By equipping sectors such as hospitality and healthcare with wearable panic buttons, we are setting new standards in workplace safety while proudly holding the status of a certified B-Corporation.

Position: Customer Success Manager

Company: ROAR for Good

Role 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 offerings. 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: Serve as the customer's representative in strategic discussions and product development meetings.
  • Client Segmentation: Customize engagement strategies based on client needs, behaviors, and lifecycle stages.
  • Client Success Reviews: Conduct regular business evaluations with key clients to monitor progress and uncover growth opportunities.
  • Renewal and Expansion Management: Concentrate 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 identify avenues for revenue enhancement.
  • Customer Success Metrics Reporting: Define 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 capabilities and familiarity with data visualization tools.
  • Commitment to customer advocacy and delivering value.
  • Able to thrive in a fast-paced environment with significant autonomy.
  • Experience in managing customer accounts and collaborating across functions.
  • Understanding of sales techniques and negotiation strategies.
Benefits:
  • Competitive salary package.
  • Comprehensive healthcare benefits (Medical, Dental, Vision).
  • Flexible paid time off 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.