Customer Success Manager (Senior Level)

September 19, 2023

Apply Now

Get a free AI resume review

Kustomer

WebsiteLinkedInAll Job Openings

Kustomer helps businesses grow by delivering exceptional customer service via phone, email, chat, text, social, messaging and more$1. .$1

customer experience • customer service • CRM • CX • SaaS

201 - 500

💰 $60M Venture Round on 2023-05

Description

• Managing the end to end customer relationship post-sale including working with the Implementation team to oversee onboarding, coordinating customer alignment with the executive team, conducting business reviews, product expansions, and handling customer renewals • Focusing on product adoption to ensure customers are seeing real value in products. This includes call shadowing with customer users to understand how they use the product and educating customers in best practices • Understanding customer KPIs and business outcomes for each named customer and working with them to achieve their goals using Kustomer’s products • Influencing the future of the Kustomer platform by funneling customer feedback to the Product organization while proactively helping customers understand how Kustomer is working towards solutions that exceed their expectations • Acting as an advocate for the customer internally, quarterbacking any required communication with other team members, championing customers’ needs, and managing escalations as appropriate • Working with Technical Account Managers to help customers implement new products and features • Expanding the list of reference-able customers • Please note this role may involve handling sensitive personal data

Requirements

• bachelor’s degree or equivalent professional experience • 8+ years of Customer Success or Account Management with a technical SaaS product • strong industry and/or technical domain knowledge of two or more of the following: SaaS, CRM, CX/Support Software, or APIs • experience owning your own book of business including handling customer renewals • strong communication and interpersonal skills with motivation to inspire both clients and teammates • highly organized - a project management background is a plus • ability to quickly build rapport with individuals and teams, natural inclination to make processes easier • experience with advocating for customers’ needs within an organization and driving to solutions • capacity for creative problem solving • ability to use data and statistics to identify patterns and use them for enriching recommendations for process/product improvements • empathy for team members and customers; identifying with their challenges and having a desire to delight shines through in communications

Benefits

• competitive salaries • stock options • 100% healthcare coverage • 401K • WiFi and Mobile reimbursement • generous vacation policy