ProductPlan

Customer Success Manager

ProductPlan

full-time

Posted on:

Location Type: Hybrid

Location: Denver • Colorado • United States

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Salary

💰 $70,000 - $80,000 per year

About the role

  • Lead customer onboarding and implementation activities, including kickoff calls, configuration guidance, and milestone planning to ensure a smooth and successful launch
  • Ensure a successful transition from onboarding to ongoing customer success ownership
  • Build and nurture strong relationships with key customer stakeholders by serving as their primary contact, addressing their questions, concerns, and feedback
  • Monitor customer usage and engagement to ensure they are leveraging the software to its fullest potential
  • Identify and promote additional features or integrations that could enhance the customer's experience and achieve their business objectives
  • Proactively manage customer accounts to anticipate and resolve potential issues before they escalate
  • Develop strategies to improve customer retention and reduce churn by understanding and addressing customer pain points
  • Track and report on key performance indicators (KPIs) related to customer success, including adoption rates, satisfaction scores, and renewal rates
  • Manage the renewal process for customer subscriptions, ensuring timely and successful renewals

Requirements

  • Bachelor’s degree in Business, Computer Science, or a related field
  • 3+ years of experience in a customer success, account management, implementation, or related role, preferably within a SaaS environment
  • Strong understanding of SaaS products and subscription-based business models
  • Experience with CRM software and customer success platforms (ie HubSpot, Salesforce, Gainsight)
  • Knowledge of data analytics or business intelligence tools to track and report on customer success metrics (preferred)
Benefits
  • Flexible PTO
  • Comprehensive health, dental, and vision insurance
  • 401k options with employer match
  • Employer paid Short Term Disability Insurance
  • Employer paid Life/AD&D Insurance
  • 8 weeks of paid parental leave
  • Performance-based incentives
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer onboardingimplementation activitiesconfiguration guidancecustomer success metricsdata analyticsbusiness intelligence
Soft Skills
relationship buildingcommunicationproblem-solvingstrategic planningcustomer retention