Customer Success Manager

The Customer Success Manager leads and manages the customer experience and onboarding of new software customers. This role will project manage the onboarding journey from post-sale through training and product Go-Live. The Customer Success Manager will be responsible for executing the onboarding plan, coordinating across internal teams and stakeholders, communicating with the customer, and achieving customer satisfaction goals and timelines deliverables. This position will report into the Manager of Customer Onboarding.

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

• Project manage the end-to-end customer experience and post-sales onboarding process

• Create detailed and efficient customer project plans that outline specific tasks and tracks to defined metrics and timelines

• Direct, facilitate, and monitor the progress of the customer’s onboarding, addressing issues and removing obstacles  

• Efficiently identify and analyze customer issues and provide solutions

• Prepare and provide regular performance and project status reports

• Build strong internal and cross-functional relationships to ensure customers are receiving the highest level of care

• Gather and communicate customer feedback and insights to key stakeholders

• Recommend process improvements to processes that result in more efficient, automated, timesaving, and scalable procedures for future onboarding

• Achieve defined customer satisfaction, operational efficiency and onboarding timeline goals

Additional functions

In addition to the essential functions listed above, the incumbent may perform the following additional functions.

• Prepares accurate sales activity, forecasting and tracking reports

Job Qualifications

Required Qualifications

• Bachelor’s Degree or equivalent years of experience

• Strong project management experience and capabilities

• Experience supporting customers, de-escalating customer concerns, and driving customer loyalty through issue resolution

• Prior experience in customer success or onboarding of software products, highly desired

Working Conditions

Physical Demands

• Ability to sit or stand while operating office equipment, such as a computer or telephone for 6-8 hours per day

• Ability to talk to customers and business partners via telephone or other technology 4-6 hours per day

• Ability to work in an office environment either onsite or remotely

• Operating a computer or other office device up to 8 hours per day

• Position involves frequent communication with customers, inside staff, etc. and requires ability to understand and effectively exchange accurate information

Travel and On-call

This position requires minimal travel (10%)  as necessary.

The potential compensation range for this role is below. The final offer amount would be based on various factors such as candidate location (geographical labor market), experience, and skills. $54,200.00 - $66,400.00