Customer Success Manager, Small Business
HSI
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
- Provide proactive strategy with their assigned customer accounts
- Work with customers to ensure they are leveraging our services effectively and finding value in our services
- Become an expert in our services and educate customers on the use and benefits of our products
- Work closely with New Business Acquisition, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues
- Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
- Exceed monthly/quarterly/annual retention/growth quotas. Maintaining a Net Retention Rate of 95%+.
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
- Maintain a revenue base by managing account retention and renewal
- Drive upgrade revenue through increased product adoption and increased usage
- Other duties as assigned
Requirements
- Bachelor’s degree or equivalent experience in Customer Support, Customer Success, Sales, Business Development, or Account Management required.
- Experience managing a high volume of small business accounts or a large book of customers is preferred.
- Experience working under monthly, quarterly, or annual revenue quotas strongly preferred.
- Previous experience using Salesforce and Customer Success platforms preferred.
- Proven ability to build relationships and communicate effectively with senior and executive-level customer contacts.
- Proficiency in Microsoft Office applications.
- Knowledge of EHS and compliance management is a plus.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportcustomer successsalesbusiness developmentaccount managementrelationship buildingcommunicationtime managementrevenue managementquota management
Soft Skills
customer-centric attitudeproactive strategycustomer advocacyteam collaborationbest practices developmentproblem-solvingcustomer satisfaction focusfeedback capturingeducational skillseffectiveness improvement
Certifications
Bachelor's degree