Senior Customer Success Manager

5 days ago

Minneapolis, MN, United States Cludo Full time

Cludo is looking for a Senior Customer Success Manager (CSM) to join Cludo's North America team. The primary task is to maintain and nurture a large group of customers through working with customers either in 1:1 interactions or campaigns (webinars, emails, etc.)

Besides working with customer needs reactively, you will work proactively in analyzing data and collect and report insights on customers with the purpose of delivering high-impact solutions, identifying growth opportunities, and assessing potential risks.

You will be supported by the rest of the Customer Success team, based in both North America and Europe (Denmark), in a company that has strong cross-department collaboration and flat structure with an open-door policy.

What we have to offer you

  • A workplace with close bonds between the Copenhagen and Minneapolis offices and a global customer base
  • Attractive monthly bonus for achieving goals
  • Caring leadership who values the voice of their people and prioritizes mental well-being
  • Virtual-first mindset with flexibility on how and where we work
  • Be a part of a rapidly growing company and a fantastic team (we may be a bit biased on that last part)
What will you do:
  • Leverage tools and technology to deliver value to multiple accounts at once through 1:many, such as creating email & webinar campaigns and training
  • Own customer relationships and act as trusted advisor
  • Proactively analyze customer product usage and provide strategic advice to the customer around the product, features, and optimization
  • Work with CX colleagues and other internal stakeholders in order to transition clients from onboarding to active customers
  • Support customer on our product
  • Develop customer engagement programs and campaigns at scale
  • Encourage customer interaction through manual and automated touchpoints
  • Retain and expand your book of business
What we need to see from you
  • 3+ years of experience in Customer Success or a related customer-facing position within a SaaS company
  • Excellent written and verbal skills
  • A high level of empathy with the ability to adapt to the individual customer's experience, persona, and skillset
  • High level of initiative to explore new ways of improving the customer experience
  • High level of efficiency and the ability to navigate and prioritize between many tasks
  • Experience in working with customer relationship applications (customer success platforms, CRMs, support)
Nice to have
  • Based in the Minneapolis metro area with the ability to work hybrid in the Downtown Minneapolis office
  • Experience with setting up and delivering email campaigns
  • Experience with customer support
  • Experience with initiating and/or driving upsell
  • Experience in data analysis and report building
  • Experience with Totango, Salesforce, and/or Zendesk

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