Whip Around

Customer Success Manager

Whip Around

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $75,000 - $95,000 per year

About the role

  • Drive customer retention and renewal plan and customer loyalty.
  • Define, position, and sell solution offerings (cross-sell / upsell) to customer to drive qualified leads CSQLs
  • 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 (i.e., 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
  • 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
  • 3-5 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, Video Conferencing, Slack, email and word processing tools
  • Understanding of the Fleet Industry preferred
Benefits
  • Compensation Range: $75K - $95K, 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.
  • 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 retentionCross-sellUpsellAdoption strategiesOperational EfficiencyComplianceCost ReductionMetrics analysisBusiness coaching
Soft skills
CommunicationCustomer engagementCuriosityWillingness to learnBias for actionInterpersonal skillsThought leadershipAdaptabilityProblem-solvingCollaboration