Customer Success Manager

• Align with the AE on project preparation and documentation.
• Partner with the Implementation team to schedule and execute the site survey.
• Work cross-functionally to relay project requirements to the appropriate internal teams.
• Serve as the primary point of contact to welcome new clients and ensure a smooth, supportive onboarding experience.
• Coordinate with field technicians who perform the installation, ensuring scheduling, communication, and a smooth go-live for the client.
• Build trust and long-term relationships by guiding clients through each step of the setup and configuration of their Peppr system.
• Develop and deliver tailored training plans, ensuring sessions, whether onsite or remote, are engaging, relevant, and empowering.
• Act as a strategic partner and advocate throughout the onboarding journey, ensuring each client feels confident, cared for, and set up for success.
• Monitor new accounts during the first 30 days to ensure proper system usage, satisfaction, and timely resolution of any issues.
• Act as the primary contact for a portfolio of key clients, building strong relationships, keeping them informed of new features and updates, and gathering feedback to collaborate with internal teams on improvements.
• Proactively drive upsell opportunities by identifying feature gaps or growth potential, and taking ownership of the upsell process.
• Manage multiple onboarding projects simultaneously, ensuring high-quality support while balancing competing priorities.

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