JAMES WHITE ENTERPRISES LLC

Customer Success Manager

• Own the relationship with a portfolio of SMB customers to become an expert on customer needs
• Use our Customer Success platform to engage with customers at scale
• Monitor the account through stages, account health triggers, and other ongoing, customized alerts
• Reach out to the customer proactively for certain predefined criteria
• Work closely with the Customer Support team to ensure customer issues are resolved in a timely fashion
• Advocate for the customer when needed
• You will be responsible for driving product adoption and retention across our diverse user base, segmenting journeys based on unique goals and needs
• Create automated yet personalized touchpoints with our users via email and in-platform onboarding experiences, in partnership with CS Ops, Customer Marketing, and Product
• Primary goal of improving client retention and identifying expansion opportunities, focusing on long-term goals of driving adoption, delivering value, and ensuring ROI