Customer Success Manager

Role Description

Reclaim’s Customer Success Managers bring our customers a unique mix of business insight and productivity best practices to help accelerate adoption of Reclaim within our install base. You will have an opportunity to drive quantifiable impact on our business by helping our customers transform how they work. You will focus primarily on the goals of the customer, and as a result, increasing Reclaim’s adoption, renewal and upsell/cross-sell rates for our global, key accounts.

Responsibilities

• Act as a trusted and knowledgeable advisor for our customer sponsors. Support existing customers in driving the adoption and retention of Reclaim within their organizations.
• Collaborate closely with the Sales team to develop strong customer relationships, facilitate business reviews, drive the realization of customer value, and identify potential expansion opportunities in the Book of Business.
• Utilize internal data systems to conduct customer usage analysis, effectively identifying and addressing potential risks and opportunities. Take a proactive approach to initiate data-driven, targeted campaigns tailored to existing customers, fostering increased customer engagement and bolstering product adoption rates.
• Communicate Reclaim’s new features and functions
• Work closely with the Engineering, Support and Product teams to resolve conflicts, bugs, and issues affecting customers
• Act as the voice of the customer.  Represent the customer internally, provide feedback to the Reclaim Product team by advocating for product and process changes.

Requirements

• At least 4+ years of experience in customer success, account management, customer support or consulting in the software industry/SaaS with a demonstrated track record of success
• Customer-centric mindset. Passionate about customer success and making life simpler with technology
• Strong, self-driven, organized and project-focused individual contributor
• Self starter approach with prior experience with complex scenarios, cross-functional partnership execution across sales, legal, and finance
• Effective team player with a proven track record of collaborating across functions, with experience partnering with sales teams and/or partners to ensure a considerate customer journey
• Adaptability to excel in a rapidly changing and dynamic startup environment

Preferred Qualifications

• Experience in training customers, individuals and/or partners in products or services or running customer events
• Avid Reclaim user and a vocal technology evangelist

Compensation