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Customer Success Manager
2 months ago
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 the safety of 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 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 work closely with the Vice President of Customer Success Operations. Your primary responsibility will be to ensure our clients effectively adopt and derive satisfaction from our solutions. This leadership role entails overseeing a team focused on customer success operations, enhancing engagement, fostering retention, and promoting product adoption in line with our organizational values and mission.
Key Responsibilities:
- Customer Advocacy: Act as the voice of the customer in strategic discussions and product development meetings.
- Customer Segmentation: Develop tailored engagement strategies based on customer needs, behaviors, and lifecycle stages.
- Client Success Reviews: Conduct regular business reviews with key clients to evaluate progress and uncover growth opportunities.
- Renewal and Expansion Management: Focus on maximizing customer lifetime value through strategic management.
- 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 with sales to identify opportunities for revenue enhancement.
- Customer Success Metrics Reporting: Establish key performance indicators to monitor customer health and satisfaction.
- Escalation Management: Address escalated customer issues promptly and effectively.
- Continuous Improvement: Create procedures for consistent customer engagement and education.
- 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.
- Passion for customer advocacy and a commitment to delivering value.
- Able 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.
- Competitive compensation package.
- Comprehensive healthcare benefits (Medical, Dental, Vision).
- Flexible PTO policy.
- Parental leave.
- Stock option plan.
- Remote work flexibility.
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.