Customer Success Manager - Remote

CentralSquare

Pennsylvania

United States

Information Technology
(No Timezone Provided)

The Customer Success team is responsible for developing and maintaining excellent relationships with assigned clients to increase customer satisfaction, retention, reference ability, and renewal/expansion revenue. The Customer Success Manager (CSM) works to understand our customers' short-term and long-term strategic plans, builds customer confidence, acts as an advisor for software and professional service needs, and provides early identification and resolution of at-risk customers. We are looking for people who are naturally inquisitive, with the confidence to speak with customer leaders and challenge the status quo - people who are interested in helping customers uncover new ways to utilize CentralSquare Technologies solutions, with a passion for improving business outcomes.Essential Duties and Responsibilities: Deeply understand your customers' business objectives, along with their needs and processes to help them achieve full value from the CentralSquare Technologies product suites Build strong relationships with your accounts that allows to you seek and maintain customer references Influence expansion opportunities for existing customers Facilitate peer-to-peer networking opportunities and help broaden customer communities Amplify the voice of the customer to internal CentralSquare teams Track accounts to identify churn risk and work proactively to eliminate that risk Escalate critical customer issues and ensure ownership by internal resources Efficiently maintain our CRM database (Salesforce/Gainsight) Document all communication with contact and accounts in Gainsight, both accurately and in a timely manner Collaborate with Sales, Professional Services, Customer Support and Product Management to ensure our products are delivered successfully and adopted fully Bachelor's degree from four-year College or university; or 1-2 years of related experience and/or training; or equivalent combination of education and experience 1-2 years of experience in Customer Success, Management Consulting, Account Management, Business Development, or another client-facing role Experience using customer success automation tools, preferably Gainsight Local government or public sector background, a plus; Software experience also a plus Experience in working with complex, multi-divisional customers Strong leadership and presentation skills Impressive executive presence and communication abilities Ability to create structure in ambiguous situations and design effective processes Bias for action Passion for technology and for being a part of a fast-growing company Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services) Must be able to travel up to 25% based upon customer needs, seminar schedules, industry events/trade shows or other necessary customer facing engagements.

Customer Success Manager - Remote

CentralSquare

Pennsylvania

United States

Information Technology

(No Timezone Provided)

The Customer Success team is responsible for developing and maintaining excellent relationships with assigned clients to increase customer satisfaction, retention, reference ability, and renewal/expansion revenue. The Customer Success Manager (CSM) works to understand our customers' short-term and long-term strategic plans, builds customer confidence, acts as an advisor for software and professional service needs, and provides early identification and resolution of at-risk customers. We are looking for people who are naturally inquisitive, with the confidence to speak with customer leaders and challenge the status quo - people who are interested in helping customers uncover new ways to utilize CentralSquare Technologies solutions, with a passion for improving business outcomes.Essential Duties and Responsibilities: Deeply understand your customers' business objectives, along with their needs and processes to help them achieve full value from the CentralSquare Technologies product suites Build strong relationships with your accounts that allows to you seek and maintain customer references Influence expansion opportunities for existing customers Facilitate peer-to-peer networking opportunities and help broaden customer communities Amplify the voice of the customer to internal CentralSquare teams Track accounts to identify churn risk and work proactively to eliminate that risk Escalate critical customer issues and ensure ownership by internal resources Efficiently maintain our CRM database (Salesforce/Gainsight) Document all communication with contact and accounts in Gainsight, both accurately and in a timely manner Collaborate with Sales, Professional Services, Customer Support and Product Management to ensure our products are delivered successfully and adopted fully Bachelor's degree from four-year College or university; or 1-2 years of related experience and/or training; or equivalent combination of education and experience 1-2 years of experience in Customer Success, Management Consulting, Account Management, Business Development, or another client-facing role Experience using customer success automation tools, preferably Gainsight Local government or public sector background, a plus; Software experience also a plus Experience in working with complex, multi-divisional customers Strong leadership and presentation skills Impressive executive presence and communication abilities Ability to create structure in ambiguous situations and design effective processes Bias for action Passion for technology and for being a part of a fast-growing company Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services) Must be able to travel up to 25% based upon customer needs, seminar schedules, industry events/trade shows or other necessary customer facing engagements.