Whip Around

Senior Customer Success Manager

Whip Around

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $95,000 - $120,000 per year

Job Level

Senior

About the role

  • Senior Customer Success Managers play a critical role in maintaining the health, growth, and success of our customer base.
  • Senior Customer Success Managers are assigned a portfolio of customers and their sole responsibility is to ensure they leverage Whip Around to optimize their business through adoption, growth, and retention.
  • Customer Revenue Management/Growth: Drive customer retention and renewal plan and customer loyalty; Define, position, and sell solution offerings (cross-sell / upsell) to customer.
  • Continuous Customer Value Attainment: Define, design, develop, execute, and continuously refine Customer Success program plan at customer level; Define, Position, and Help implement adoption strategies for customers; Provide Whip Around solution best practices, business coaching and “value-added” expertise as customer “advisor”; Help to shape change in customer engagement and Whip Around solution strategy; Maintain customer cadence for product knowledge, new feature requests, and user/customer dialog; Provide thought leadership and messaging to increase customer engagement with Whip Around; Represent Whip Around programs with Key Stakeholders (ie operational contacts, decision makers and econ buyers) and in periodic business reviews; Work with Product, Sales, Marketing, and other teams to identify best practices and new program opportunities/offerings for customer; Define, design and communicate content in support of relevant customer programs to drive maximum ROI; Drive metrics at customer including dimensions of Operational Efficiency, Compliance, Cost Reduction, etc across digital Inspections and Maintenance.
  • Voice of Customer: Drive thought leadership in customer loyalty and the voice of the customer associated with owned programs; Create customer reference and referral strategy based on business outcome value.

Requirements

  • Strong phone presence, be comfortable communicating over zoom, phone and email
  • Be comfortable speaking with various customer personas (e.g. product users, decision makers, executives as needed) and engaging with humans daily
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Be curious with our customers. Learn about their businesses and their challenges
  • A willingness to learn and embrace new ideas
  • Bias for action
  • 7+ years experience in Customer Success
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Tech Support)
  • Experience in B2B SaaS
  • Some experience using Salesforce, Gainsight, Video Conferencing, Slack, email and word processing tools
  • Understanding of the Fleet Industry preferred
Benefits
  • Compensation Range: $95K - $120K, commensurate with experience and qualifications
  • Unlimited PTO: Never worry about running out of leave again - use your paid time however you wish!
  • Subsidized Healthcare: We offer a range of generously subsidized healthcare plans to suit you and your loved ones.
  • Retirement Support: We offer 401(k) matching to support retirement.
  • Family-Friendly: We offer a paid parental leave and additional support for primary and non-primary caregivers.
  • Birthday Leave: We believe no one should have to work on their birthday.
  • Growth & Development: We support all members of our team with professional development plans, with the opportunity to participate in extra learning to grow their skills and careers.
  • Team Fun: We host regular team lunches, happy hours, events and get togethers for our teams to come together and celebrate with each other.

Applicant Tracking System Keywords

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

Hard skills
Customer SuccessCustomer Revenue ManagementCustomer RetentionCross-sellUpsellCustomer Success Program DesignOperational EfficiencyComplianceCost ReductionB2B SaaS
Soft skills
CommunicationCustomer EngagementThought LeadershipCuriosityWillingness to LearnBias for ActionInterpersonal SkillsAdaptabilityProblem SolvingCollaboration