Customer Success Manager

About Alchemer

Founded in 2006, Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 100 countries, with 50K new surveys created and 5M responses collected every week. Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine.

Who You Are

• Be Curious: We ask questions, seek to understand others, and stay curious about the problems we solve. Curiosity fuels creativity and innovation—and helps us build better solutions.
• Customer First: We put people at the center of what we do—listening with care, acting with empathy, and going the extra mile to support those we serve. Customer First means understanding the needs of anyone we impact—whether that’s a customer, a coworker, or an end user—and doing right by them.
• Own the Outcome: We take initiative and do what it takes to deliver results. With resourcefulness and resolve, we overcome obstacles, follow through on our commitments, and hold ourselves accountable—because each of us is empowered to make an impact.

Responsibilities

• Maintain, nurture, and support a subset of Alchemer customers through all phases of the customer lifecycle, from onboarding, through building value and renewals.
• Own the renewals cycle, proactively alerting customers to contract status, guiding them through the renewal process, including pricing and new user onboarding, and forecast renewal bookings.
• Maintain a customer health dashboard, giving the company insight into key measurements of (1) utilization, (2) adoption, (3) program governance, (4) business impact, and (5) customer satisfaction.
• Develop best practices for customers that move these measurements in the right direction, consulting with key customers to encourage adoption of Alchemer’s products across multiple parts of the customers’ business.
• Establish a trusted and strategic advisor relationship with your customers, building a customized customer program and providing value throughout the partnership.
• Proactively identify workflow and customer experience improvements, consult on change management practices, and deploy the program to a successively broader audience of stakeholders.
• Plan and deliver program and executive business reviews.
• Ensure our customers are fully satisfied, sustain our exceptional customer retention rate, and maximize the sales opportunity for new products into our installed base.
• Identify and support expansion opportunities, partnering with Sales to successfully close such opportunities.

Requirements

• 2+ years of prior experience in Account Management, Customer Success, or equivalent history of increasing customer satisfaction, adoption, and retention in a customer-facing role.
• Domain knowledge in customer experience or business process automation, with strong operations, workflow, and/or internal and external customer survey tools preferred.
• Experience working with teams at Fortune 1000 customers, consultatively identifying customer problems, and digging deep to find the root cause of issues and crafting solutions to customers’ business case.
• A track record for meeting or exceeding quota through upselling and customer renewals.
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail.
• Outstanding presentation skills that will represent our solution with energy and depth.

Pay

Compensation for this position includes an annual base salary of $70,000 and annual commission potential of up to $30,000.

Benefits

• Health and disability coverages.
• An incredible 401(k) option that includes a per-payroll match and immediate vesting.
• Unlimited time off and twelve paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.