Customer Success Manager

Job Summary

The Customer Success Manager (CSM) is responsible for customer retention and loyalty and upsell to the Transflo product and services suite. The CSM interacts closely with: sales, operations and support teams ensuring customer satisfaction by providing flawless implementation and customer specific product and services training. The CSM is responsible in creating and maximizing product and services add-on opportunities.

Job Responsibilities

• Create and optimize the customer experience while aligning with the sales team to ensure that agreed upon services are implemented
• Collect feedback from customers on areas of difficulty and strive to course correct implementation of the Transflo solutions on the spot, including solutions that veer from standard processes
• Work with all territory and internal team members/departments to maintain a retention metric
• Audible upsell of additional products and services both directly and via the territory sales team. The goal is to cause a customer efficiency reliance on Transflo’s streamline management that drives incremental revenue
• Become fluent in all Transflo products and services with the ability to provide customer support and/or training as requested
• Analyze customer business needs and objectives and align with the Transflo offerings
• Maintain routine check-ins and business reviews with customers
• Work closely with cross-functional teams such as Engineering, Product, Sales, and Marketing. Convey the voice of the customer internally to inform other functions on how best we can support and add value to our customers
• Clear communicator with professional presence
• Other duties as assigned by VP of Customer Experience

Job Requirements

• 5+ years of experience in a customer success role
• Experience obtaining a deep understanding of customer business challenges - identify and propose solutions which will address their needs
• Ability to interact with internal/external teams at various levels
• Experience in client-facing roles
• Proven record of putting the customer first, establishing trust, and delivering on promises
• A demonstrated track record of maintaining customer retention rates, high levels of customer satisfaction, and for creating customer experiences
• Work with clients through every stage of their journey (onboarding, adoption, maturity), with the goal of growing their lifetime value and product adoption.
• Ability to think quickly on your feet and answer unexpected questions with ease
• Strong listening skills; open to input from other team members and departments
• Experience in Salesforce and Customer Relationship Management (CRM)

Physical Demands

General Office Demands