Customer Success Manager, Business Services
RELX
Strategic Customer Success Manager
EverCommerce
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $95,000 - $110,000 per year
Job Level
JuniorMid-Level
About the role
- Establish and maintain relationships with clients.
- Serve as the main point of contact and build a trustworthy advisory relationship at scale.
- Utilize deep product knowledge to help clients understand the value and ROI of their investments in our solutions.
- Guide clients in optimizing their use of our products to achieve their business goals.
- Develop, prepare, and nurture customers for advocacy.
- Periodically, evaluate account health to identify opportunity and risk.
- Develop strategic plans to improve client engagement and prevent churn when applicable.
- Identify opportunities to upsell and cross-sell features that enhance client success.
- Provide low-level support to the customer support team, aiding in the resolution of complex issues or escalated client problems.
- Collect and analyze client feedback to lead product improvements and service enhancements.
- Deliver customized product training sessions to client groups, ensuring they have the knowledge and skills to effectively utilize our solutions, and provide ongoing support as needed to facilitate optimal product usage and customer satisfaction.
- Work with the support team on implementation and brand inquiries to ensure satisfactory resolutions.
Requirements
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field or years of experience.
- Proven track record as a Customer Success Manager, Account Manager, or similar customer-focused role.
- Strong understanding of customer success operations and experience in managing client relationships within a technology-driven environment.
- Strong problem-solving skills, project management, time management.
- Excellent communication, negotiation, and presentation skills.
- Strong analytical skills with an ability to translate data into actionable plans.
- Business Consulting, Operations or Marketing background in a franchise system
- In-depth knowledge of SaaS software or similar analytical tools.
- Experience in managing strategic accounts and driving customer engagement in a SaaS environment.
Benefits
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Continued investment in your professional development
- Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success operationsaccount managementproject managementanalytical skillsSaaS softwaredata analysisstrategic planningupsellingcross-sellingproduct training
Soft skills
communication skillsnegotiation skillspresentation skillsproblem-solving skillstime managementrelationship buildingclient advocacycustomer engagementteam collaborationcustomer satisfaction
