Customer Success Manager

Responsibilities

• Driving expansion and adoption of our software and services
• Managing the onboarding process for each new customer
• Aiding the sales team in driving and managing referrals
• Reviewing the customer journey, identifying how it’s supported, taking a consultative approach in helping clients to overcome issues and achieve goals
• Providing critical insights to the product team as a means to improve our developing platform
• Maintaining customer health and introducing new, valuable features as they become relevant on the customer journey
• Educating champions and their teams on the value of our product, and helping uncover use cases before they become emergencies
• Achieve and exceed quarterly onboarding goals
• Upselling existing accounts to more premium tiers

Requirements

• Must-have: Minimum of 2-5 years of professional experience in SaaS customer success
• Excellent written and oral communication skills and equally excellent attention to detail
• Tenacity and the willingness to pursue hard goals despite obstacles
• Flexibility and creativity to circumvent obstacles as they emerge
• Tech-savvy and proficient in standard communication, collaboration, and task management tools
• Understanding of the fundamentals of sales strategy, relationship building, and pipeline processes

Qualifications

• Experience using the Hubspot Sales and/or Marketing suites
• Experience selling software to retail or restaurant customer bases
• Experience working as a frontline employee in retail, restaurant, or service industry roles
• Experience working in early-stage, high growth company environments