SPOTIO

Customer Success Manager

SPOTIO

full-time

Posted on:

Location Type: Hybrid

Location: Addison • Texas • United States

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About the role

  • Ensure customers are achieving their desired outcomes and helping them derive value from the platform.
  • Understand customer pain points, provide appropriate solutions, assist with technical support and training.
  • Guide customers in maximizing the software's utilization based on their business needs.
  • Maintain a 98% customer retention rate.
  • Proactively manage at-risk accounts to mitigate churn.
  • Identify and understand key churn indicators, taking preemptive action when necessary.
  • Execute internal renewal process and identify upsell/expansion opportunities.
  • Manage appropriate cadence call expectations & executive business review (ERB) expectations.
  • Maintain a regular EBR schedule attended by customer decision makers.
  • Understand & manage key account health indicators.
  • Use adoption information for customer syncs and complete regular account health checks on the customer base.
  • Understand the product functionality and applicable customer use cases.
  • Lead Trainings for all customer role types as needed.
  • Maintain task management and note keeping on all customer accounts & playbooks.
  • Ensure processes that need updating or creating are completed.

Requirements

  • 3+ years of experience in customer success, account management, or a related field
  • Bachelor's degree in business administration, marketing, communication, or a related field.
  • Excellent communication skills, both verbal and written, with the ability to articulate complex ideas clearly and concisely.
  • Demonstrated ability to understand customer needs and develop creative solutions to address them.
  • Strong analytical skills with experience in data analysis and interpretation.
  • Ability to thrive in a fast-paced environment and adapt to changing priorities.
  • Live Dallas, Texas in order to commute to our office and commit to hybrid work on Tuesday and Wednesday
  • Preferred
  • Proficiency in CRM software (e.g., Salesforce, Catalyst) and other comparable tools for managing customer relationships and analyzing data.
  • Strong leadership skills with experience managing teams or leading cross-functional initiatives.
  • Deep understanding of the field sales landscape, including competitors, market trends, and customer challenges.
  • Certifications in customer success, project management, or related fields are a plus.
Benefits
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Health Spending Account (HSA)
  • Flexible Spending Account (FSA)
  • Voluntary benefits (pet insurance, legal, accident)
  • 401K with 3% company match
  • 8 paid holidays
  • 3 weeks of paid vacation (PTO) + sick
  • $750 Learning and Development Reimbursement
  • 24/7 EAP - Free Professional Counseling Services
  • Access to Health Advocate
  • - SPOTIO Work Environment
  • - This position is hybrid. We work in the office twice a week on Tuesdays and Wednesdays. This role will require occasional targeted travel (less than 25%).
  • - SPOTIO Values
  • - Solve For the Customer - know their goals, business, and how we help customers achieve a 10x ROI
  • - Play to Win - we lead the way to victory through ownership, urgency, and a competitive mindset
  • - Make it Great - be the best version of yourself for your family, team, customer and company
  • - We Know Where We Stand - open, honest, and timely feedback with clear visibility to the metrics that matter
  • - Relationships Matter - collaborate with team members, customers, and partners to accelerate success
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysiscustomer successaccount managementtechnical supporttrainingcustomer retentionchurn mitigationupsellingaccount health checksproduct functionality
Soft Skills
communicationanalytical skillsadaptabilityleadershipproblem-solvingcustomer empathycreativityorganizational skillscollaborationtime management
Certifications
customer success certificationproject management certification