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Customer Success Manager

Benbria is seeking a technically savvy Customer Success Manager to ensure the overall success of customers with a focus on customer satisfaction, growth, and retention.  Working with a team of Benbrians, the successful candidate will build high-value relationships with existing customers throughout their subscription period. This includes all aspects of customer success.

Major Responsibilities:

  • Develop and maintain a Customer Success Playbook, a scalable methodology for each customer cohort and a regular cadence for expanding customer relationships.

  • Improve and expand existing programs that reach out to customers in a one-to-many fashion.

  • Establish a trusted and strategic advisor relationship with customers to deliver continued value.

  • Develop, prepare, and nurture customers for long-term advocacy.

  • Work with Loop customers to understand their strategic objectives, identify key performance indicators, track progress and aid the customer in achieving their goals.

  • Drive a variety of proactive activities such as health checks, executive business reviews, proactive outreach, health scoring, risk assessment, and risk mitigation.

  • Collaborate with other team members to provide ongoing training and introduce and educate customers on new product features.

  • Escalate product-related issues and opportunities to appropriate team members, communicate updates to our customers, and maintain and enhance our knowledge base.

  • Work closely with sales, marketing, engineering, and product management to advocate customer needs and issues, and to ensure customer satisfaction.

  • Develop and improve scalable processes and efficient tools to achieve these goals.

 

Ideal Candidate Skills, Values, and Expectations:

 

  • 2+ years of relevant work experience as it relates to SaaS.

  • Dedicated to customer success and a passion for exceeding customer expectations.

  • Comfortable learning complex software and training non-technical customers.

  • Strong written and verbal communication skills including C-level presentation skills.

  • Ability to navigate complex customer organizations and manage difficult conversations.

  • Excellent work ethic and a history of getting things done.

  • Organized, adaptable, execution-oriented, and data-driven.

  • High energy, self-motivated, and team-oriented.

  • Strong analytical and problem-solving skills.

  • Comfortable with productivity tools including G-Suite and Microsoft Office.

  • Experience with CRM, support and customer engagement tools including the creation of reports and dashboards.

  • Willingness to support customer requirements that may fall outside of normal business hours.

  • Ability to travel up to 10% of the time for onsite meetings with high-touch customers.

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