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.
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.