Customer Success Manager

2 weeks ago


Pittsburgh, Pennsylvania, United States Innovation Works, Inc. Full time

Customer Success Lead

Innovation Works, Inc. is seeking a Customer Success Lead who is dedicated to enhancing customer satisfaction and success. This role is essential for driving customer engagement and ensuring that our clients achieve their desired outcomes. Below are the key responsibilities and qualifications:

Key Responsibilities

  • Leadership in Customer Success: Spearhead and articulate the vision for all customer success initiatives.
  • Relationship Management: Cultivate and sustain robust relationships with key clients, understanding their needs and challenges.
  • Strategic Customer Success Planning: Formulate and implement a holistic customer success strategy that aligns with the organization's objectives, ensuring high levels of customer satisfaction and retention.
  • Onboarding Oversight: Manage the onboarding process to guarantee a seamless transition for new clients.
  • Account Oversight: Actively monitor client accounts to mitigate churn and enhance customer lifetime value.
  • Feedback and Improvement: Collect and analyze customer feedback to refine products and services, ensuring timely responses to client inquiries.
  • Data-Driven Insights: Evaluate customer data to track success metrics and inform strategic decisions.
  • Customer Advocacy Promotion: Foster a culture where satisfied clients become advocates for the company.
  • Sales Opportunities: Identify and leverage opportunities for upselling and cross-selling.
  • Collaboration with Teams: Collaborate closely with Marketing, Product Development, and Sales teams to enhance customer experience.

Knowledge, Skills, and Abilities

  • Minimum of 1 year of experience in volunteer coordination or leadership within nonprofit sectors is preferred.
  • Strong attention to detail, diligence, and organizational skills.
  • Self-motivated with a strong sense of ownership.
  • Ability to manage multiple priorities and address customer needs effectively.
  • Exceptional communication and relationship-building capabilities.
  • Proactive and results-driven, focused on surpassing customer expectations.
  • Experience in customer service, startups, or nonprofit organizations is advantageous.


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