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Customer Success Manager
Confirmed live in the last 24 hours
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Requirements
  • Experience developing and maintaining calculations for large data sets using spreadsheets or database models
  • Highly analytical and detail-oriented
  • Aptitude to understand a technical product and to speak to product features with customers
  • Must be a problem solver end to end with an ability to think strategically and structure complex issues into digestible frameworks, and follow up with strong execution
  • Ability to be hands-on with the product to help customers with “How-To's”
  • Must be able to effectively ask questions, understand customers' goals, strategies, initiatives, and position CaptivateIQ as a best-in-class product experience solution
  • Experience working with senior-level executives/stakeholders and creative problem solving to build strong relationships
  • Ability to learn the product, stay up to date on product knowledge, use cases, and best practices to be consultative with customers
  • Must be a self-starter, someone who can manage their own workload
  • Question the status quo, develop best practices and thought leadership content based on the experiences, learning from customers
  • Someone who can help see gaps in our service and take necessary action to propose a change or improve processes
Responsibilities
  • Serve as an expert on CaptivateIQ's platform and become a reliable advisor to mid-market customers throughout their onboarding, rollout, adoption, and renewal/expansion of CaptivateIQ
  • Maintain regular meetings and communication with customers to drive their adoption, understand their sentiment, and potential opportunities for deeper engagement & expansion/additional services
  • Provide ongoing best practice use cases of CaptivateIQ based on the understanding of customers' business, needs, and desired results. Serve as the voice of the customer to internal teams
  • Proactively work with assigned customers to develop relationships despite obstacles to ensure Customers find success with CaptivateIQ and renew on time
  • Proactively manage and escalate at-risk customers. Thoroughly understand customer risk reasons, create an action plan and ensure internal visibility by providing regular updates and next steps
  • Lead annual business reviews with key contacts and executive sponsors to consult on strategic initiatives, review their identified goals, track and align on their goals
Desired Qualifications
  • Experience in commissions, finance, or accounting is a big plus
  • Mid-market CSM or technical experience with previous SaaS software
  • Prior experience in Customer Success, Professional Services, Support/Sales Engineering, or similar experience focused on increasing customer satisfaction, adoption, and retention
CapitvateIQ

201-500 employees

Sales compensation & commissions platform