Job Title: Customer Success Manager
Department: Customer Success
Reports to: Director of Customer Success
Location: Remote
Position Overview:
The Customer Success Manager will own all facets of the customer experience for an assigned book of customers, focusing on maximizing customer value. The Customer Success Manager plays a pivotal role in increasing the efficiency and effectiveness of customers using AuditMiner. Success in this role will be evaluated primarily based upon revenue retention, customer satisfaction, and time to value.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Onboarding & Training – lead customers through our onboarding process, ensuring each customer fully adopts the products, achieves their success criteria, and meets or exceeds all company onboarding metrics. Provide additional customer training, as needed, for continued success.
- Retention & Renewals – proactively manage and anticipate customer needs to minimize churn and increase annual retention; identify upsell or cross-sell opportunities based on customer needs and interests; and ensure successful contract renewals.
- Adoption & Success – through customer interactions and data analysis, ensure the customers are maximizing the value of the product; identify opportunities to improve customer adoption and recommend best practices; and help customers implement strategies to leverage the product effectively.
- Change Management – a core competency woven through all customer interactions is change management. Helping our customers understand the steps necessary to most effectively transform their processes with AuditMiner makes the biggest mutual impact.
- Advocacy - act as a voice of the customer within the organization, providing feedback to Product, Sales, and Marketing teams. Advocate for product or service improvements based on customer feedback and industry trends. Escalate customer issues internally to ensure prompt and effective resolutions.
Position Type/Expected Hours of Work:
This is a full-time position for at least 40 hours per week. Working days are Monday through Friday. Daily hours worked may be synonymous with specific customer needs or departments.
Ability to travel up to 10% for company events, customer meetings, and/or conferences.
Preferred Education and Experience:
- 3-5 years of customer success experience
- Low touch and/or tech touch CS experience
- Strong change management skills
- Experience on a small CS team or CSM in a SaaS startup
Why Join Us?
You’ll be part of a forward-thinking company that values innovation and a team-oriented approach to achieving success. This role offers the opportunity to significantly impact our products and the satisfaction of our diverse client base, all while working in a supportive and flexible remote environment.
