Job Description
Customer Success Manager
Are you passionate about building strong relationships and helping customers succeed? We're looking for a Customer Success Manager (CSM) to join our Customer Experience team and play a key role in supporting and empowering our customers. In this role, you'll act as a trusted partner, ensuring customers get the most value from our solutions while driving meaningful outcomes for their organizations. If you're a proactive communicator with strong problem-solving skills and a customer-first mindset, we'd love to hear from you!
What You'll Do
Nurture customer relationships post-implementation to ensure long-term success and measurable results.
Be a trusted advisor by building strong partnerships with assigned customers, guiding them to maximize the value of our solutions.
Understand customer needs by learning about their internal systems and processes, and demonstrating how our products can support their growth and mission.
Support learning and adoption by sharing best practices, product updates, and new feature releases.
Advocate for customers by communicating their feedback and requests for product enhancements to internal teams.
Analyze customer engagement using usage data, Net Promoter Score (NPS), and other key metrics to drive retention and increased adoption.
Proactively address challenges by identifying potential issues early and working cross-functionally to resolve them.
Stay ahead of industry trends to provide relevant insights and ensure high-quality interactions with customers.
Collaborate across teams, working with Sales, Product, Marketing, and other departments to enhance the overall customer experience.
Maintain accurate customer records using internal systems to track progress and engagement.
What You Bring
A bachelor's degree and 4-6 years of experience in a customer-facing role such as Customer Success, Customer Support, or Account Management.
A customer-focused mindset with a passion for building relationships and driving long-term success.
Strong communication skills, both written and verbal, with the ability to engage with senior and executive-level contacts.
Proven ability to collaborate across departments to address customer needs and resolve challenges.
Experience managing customer retention, including identifying and reducing churn risks.
Excellent multitasking and project management abilities in a fast-paced environment.
A genuine interest in learning about product features, benefits, and use cases, and discussing them with customers.
The ability to represent the customer's perspective internally, ensuring their needs are prioritized.
Comfort working in ambiguity and taking initiative to solve problems proactively.
Preferred (But Not Required) Skills
Experience with Customer Success Management tools, such as ChurnZero or Salesforce.
Familiarity with goal-setting frameworks like OKRs and tracking progress with KPIs.
Knowledge of the social good sector, including nonprofits, arts and cultural organizations, foundations, corporations, education institutions, or healthcare.
Why Join Us?
A dynamic and supportive team environment where your voice is valued.
Opportunities for professional growth and development.
The flexibility to work remotely or from our headquarters in Mt. Pleasant, SC.
If you're excited about making a real impact and helping customers achieve their goals, we'd love to connect with you!
Employment Type: Full-Time
Salary: $ 52,000.00 139,000.00 Per Year
Job Tags
Full time,