Second Nature

Customer Success Manager

Second Nature

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $88,000 - $90,000 per year

About the role

  • Guide, inspire, and lead a team of 10 Client Success Managers.
  • Guide your CSM team to deliver the highest level of customer service, partnering with Property Managers to exceed goals and deliver an unforgettable customer experience.
  • Collaborate with senior leadership to establish clear retention goals and milestones for the CSM team while providing clear direction, mentoring, and leadership for your team.
  • Work with your CSM team to establish clearly defined goals, KPIs and development plans
  • Work with enablement team to create ongoing training programs to drive education, product knowledge and product updates
  • Help the team set achievable targets; continuously review KPIs with team
  • Conduct biannual performance reviews; provide constructive feedback through weekly one on ones
  • Guide CSM team to ensure customer centricity during every customer touch
  • Guide CSM team on upleveling account management and customer Impact Reviews
  • Consistently monitor and proactively engage with disengaged customers to prevent potential churn
  • Develop a deep understanding of the RBP and RXP benefits/value proposition
  • Resolve technical escalations with support from Product & Engineering
  • Run, analyze and share detailed reporting on account health, activations, and upsells.
  • Identify trends and gaps; collaborate with the team to solve

Requirements

  • 3+ years experience leading a 8+ person B2B Client Success Management team
  • Proven Ability and track record of delivering unbeatable customer experiences
  • Proven ability to establish milestones and keep all team members on task in a remote environment
  • Experience analyzing and optimizing existing processes
  • Experience with G-Suite, Salesforce, Gong, Totango (or similar CSM platform)
Benefits
  • Health First: Medical, Dental, Vision, & Life Insurance; 401K Plan
  • Flexibility: Open PTO and sick days
  • Training: A supportive team to help you grow your career and unlock your full potential
  • Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category
Applicant Tracking System Keywords

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

Hard Skills & Tools
B2B Client Success ManagementKPI developmentperformance reviewsaccount managementcustomer experience optimizationprocess analysistechnical escalation resolutionreporting and analysis
Soft Skills
leadershipmentoringcollaborationcustomer centricitycommunicationteam guidanceproblem-solvingfeedback delivery