SMB/Growth Hybrid CSM

Job not on LinkedIn

4 hours ago

🏈 Alabama – Remote

Although this job is listed in Alabama, this company may be open to hiring remote in other states.

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

+11 more states

🏈 Alabama – Remote 🌵 Arizona – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🌾 Iowa – Remote ⚜️ Louisiana – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🚗 Michigan – Remote 🏰 Missouri – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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M3

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The best back-office hosted software solution provider for the Hospitality Industry. We provide accounting, business intelligence, and payroll solutions across all brands and independent hotels in the U.S. and Canada. Our enterprise level solution allows franchisees access to their financial and operating information in real-time with user friendly reports. Our clients are able to reduce overhead and labor by leveraging our solutions to remain competitive in the industry.

201 - 500 employees

📋 Description

• Manage a blended portfolio of digital and hybrid SMB/Growth customers, balancing automated engagement with personalized outreach. • Focus on retention of M customers. • Leverage customer data, health scores, and adoption trends to drive proactive communication and retention strategies. • Conduct regular check-ins and success reviews for hybrid accounts requiring tailored guidance. • Coordinate with Marketing and CSM team members to align lifecycle messaging and digital journey touchpoints. • Support onboarding and training to ensure customers adopt M3’s systems effectively and understand best practices. • Partner with the CSM team to execute customer lifecycle activities, including renewals, expansion, and risk mitigation. • Collaborate cross-functionally with Implementation, Support, Renewals, and Product to deliver a seamless customer experience. • Provide customer feedback and insights to improve digital programs, processes, and product enhancements. • Utilize Client Success tool to manage account health, track activities, and maintain documentation. • Contribute to the development of playbooks, templates, and automation rules that enhance scalability across the SMB/Growth segment. • Assist with renewal readiness and contract conversions from month-to-month to annual or multi-year agreements as needed. • Identify upsell and cross-sell opportunities within assigned accounts. • Support customer advocacy and satisfaction efforts, contributing to NPS and CSAT improvements.

🎯 Requirements

• 5-7 years of experience in customer support, account management, or a similar role, preferably in a Saas environment. • Degree in Business, Communications, or a related field is preferred, or an equivalent combination of education and experience. • Strong analytical and communication skills with an ability to interpret customer data and convert insights into action. • Self-starter with strong attention to detail and ability to manage multiple tasks in a fast-paced, digital-first environment. • Hospitality experience is preferred.

🏖️ Benefits

• Ability to sit and/or stand for extended periods. • Ability to perform work on a computer for extended periods. • Ability to work in the office regularly, or pivot to working at home should emergency situations arise. • Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality. • Ability to lift and move light to moderate items occasionally without reasonable accommodation