Customer Success Manager

About Our Client

Our client is a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. The team is a close-knit, globally dispersed group that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun. The culture is an ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, experts have been focused on solving complex needs. Today, the organization serves 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As the organization continues to grow, it is always looking for resourceful, enthusiastic, and fresh perspectives. Join the global team and see what makes this a truly exceptional place to work!

About The Role

Customer Success Managers (CSMs) are trusted advisors to clients. The role proactively focuses on client contact, training, and driving consistent use of standard processes, support tools/documents, best practices webinars, and suggested solutions to business pain points. The Client Success Manager is the client’s go-to point of contact during the entire client lifecycle and ensures clients achieve success and increase their utilization of applications.

As a CSM, one can expect to build a deep understanding of the use of products to promote better user onboarding, increased user adoption, and ongoing refinement of the solution as needs change over time. This role works closely with various other internal roles as the client makes its way through the client lifecycle. This role does not require any specific sales targets to be met, although client retention and growth are the overall goals.

Essential Duties & Responsibilities

• Representing the organization to clients through regular, positive, and professional communication
• Proactively driving end user adoption through product-focused meetings, tips and tricks, and user adoption check-ins
• Managing a portfolio of renewals with the expectation of expanding the base portfolio through negotiating multi-year renewals, annual price increases, and finding expansion opportunities to collaborate with the sales team on to closure
• Tracking and documenting clients’ measurement(s) of success throughout the client lifecycle and demonstrating value back to the client as these goals are met
• Shepherding projects to completion, collaborating with the right people at the right times internally, as well as on the client side, to make sure that projects move forward
• Maintaining regular cadence with sales and account management to communicate insights (positive/negative) that could impact the overall client relationship and retention effort
• Managing and responding to product usage metrics and trends
• Working with marketing to build strong client advocacy through participation in events, thought leadership materials, and other activities
• Collaborating with every internal department to achieve completion of daily client needs, communicate long-term client needs, and advise on future client efforts

Requirements & Skills

• Desire to learn and become a subject matter expert in software products
• Ability to manage and execute on multiple, critical projects simultaneously while using strong business acumen and the ability to understand and articulate technical concepts and derive solutions to clients’ problems
• Working knowledge of Google software suite, Salesforce.com, and Microsoft products, and willingness and ability to learn software quickly (no coding necessary)
• Ability to break down complex issues into constituent pieces and tackle them accordingly
• Excellent interpersonal and professional communication skills, especially over the phone and during presentations
• Ability to “connect the dots” both internally and on behalf of clients to get things done
• Excellent verbal and written English communication skills
• Works well in a team environment, as well as independently
• Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge
• Previous experience in a client success role, including account management or business analysis, is a plus
• Attention to detail, with the ability to multitask and strong organizational skills
• Self-motivated and able to work under pressure to deliver high-quality solutions

Compensation

The organization remains committed to equitable and transparent pay practices. Final base salary offered may vary from the range listed and will be determined after carefully considering multiple factors during the hiring process, including location, relevant experience and education, required competencies and skill proficiency level, and review of internal equity. Candidates are encouraged to apply even if they may not meet all listed requirements.

Pay ranges will be disclosed in job ads for US-based opportunities. This role can be performed 100% remote anywhere in the US. Anticipated Pay: $80,000 Annually USD + Variable Compensation Plan of $20,000 Annually USD

Total compensation includes US employee benefits and annual bonus eligibility.

Benefits offered:

• Health, Dental & Vision Insurance
• 401k + Employer Match
• PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
• STD, LTD & Group Life Insurance
• Paid Parental Leave
• Pet Insurance
• FSA & HSA Options
• Employee Assistance Program

Perks offered:

• Remote Work
• Career Advancement & Professional Development Opportunities
• Employee Recognition

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”