Customer Success Manager – CSM
Nihal Designs
Director, Customer Success
Simpson Strong-Tie
full-time
Posted on:
Location Type: Remote
Location: Remote • California, Ohio, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $120,900 - $205,500 per year
Job Level
Lead
Tech Stack
Cloud
About the role
- Develop and execute a comprehensive Customer Success strategy focused on time to value, customer satisfaction, retention, and growth
- Lead, mentor, and scale a team of Customer Success Managers (CSMs), Onboarding Specialists, Customer Support staff, and other sub-functions within the Customer Success department
- Align the team's goals with business objectives, ensuring that customer success is a core part of the company’s growth strategy
- Collaborate with Sales, Marketing, and Product teams to ensure a seamless customer journey from pre-sale to post-sale, and ensure customer feedback is integrated into product roadmaps
- Partner with Sales to identify and support upsell opportunities and renewals, working closely with Account Management to meet revenue targets
- Establish and monitor performance metrics (customer health scores, renewal rates, churn rates) to optimize processes and continuously improve the customer experience
- Leverage training programs to address common customer challenges, improve product adoption, and reduce churn
- Act as the voice of the customer within the organization, advocating for product improvements, and representing customer needs in executive meetings
- Ensure the customer training programs are aligned with customer needs, providing resources like webinars, tutorials, and documentation to enhance customer knowledge
- Oversee the customer onboarding process, ensuring customers quickly realize value from the software
- Integrate training initiatives into onboarding to help customers effectively adopt the software
- Cultivate relationships with key customers and serve as a senior escalation point for any customer issues, ensuring timely resolution.
Requirements
- 8+ years of experience in Customer Success, Account Management, or related field, with at least 3 years in a leadership role
- Experience in the software industry, preferably within SaaS or cloud-based products
- Proven ability to lead and grow a team, driving accountability and results
- Strong strategic thinking with a track record of driving customer success initiatives
- A passion for building relationships with customers and helping them succeed with software solutions
- Knowledge of change management processes that can help guide customers through complex implementations or transitions, ensuring smooth software adoption, especially with large or enterprise-level clients
- Strong analytical skills with the ability to interpret customer data and KPIs to improve processes and results
- Familiarity with technical aspects of software architecture or programming (e.g., understanding APIs, integrations)
- Familiarity with creating and managing online customer communities or user groups
- Excellent communication and interpersonal skills, capable of delivering presentations and engaging with C-level executives
- Familiarity with Customer Success tools (e.g., Gainsight, Salesforce, HubSpot) and experience working with data-driven customer health metrics.
Benefits
- medical
- dental
- vision
- retirement contributions
- employee stock purchase and bonus plans
- pay for holidays
- vacation
- sick days
- funerals and jury duty
- years of service awards
- employee discounts
- employee referral bonuses
- charitable contribution matching
- education reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Success strategyperformance metricscustomer health scoresrenewal rateschurn rateschange management processesanalytical skillsAPIssoftware architecturedata-driven customer health metrics
Soft skills
leadershipstrategic thinkingrelationship buildingcommunication skillsinterpersonal skillspresentation skillsadvocacymentoringproblem-solvingcollaboration
