Senior Customer Success Manager

🕒 May 22

🇺🇸 United States – Remote

💵 $86k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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One10

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

🤝 B2B

☁️ SaaS

👥 HR Tech

💰 Private equity on 2022-07

B2B • SaaS • HR Tech

One10 is a B2B incentive and rewards company that provides integrated incentive, recognition, travel & events, and engagement software and services to help organizations motivate sales teams, channel partners, and employees. The company offers proprietary platforms (PerformX Incentive and Engagement platforms), an AI-powered global rewards catalog, digital disbursement and prepaid card options, award fulfillment, analytics & strategy, and training & communications. One10 combines behavioral and data science with operational delivery to design and run sales incentive programs, experiential rewards, and recognition programs for enterprise clients across industries.

📋 Description

• Support and own the day-to-day customer relationship • Demonstrate a thorough understanding of program requirements for each customer in portfolio • Work closely with product and digital teams to provide feedback in product development for roadmap vision and quality assurance that aligns to customer needs • Define and deliver individual customer business objectives, success metrics, value, and ROI at launch and on an ongoing basis • Review metrics, align strategies and demonstrate value and ROI to customers at regularly scheduled review meetings • Clear understanding of the overall platform functionality to effectively solution for customer promotions and initiatives • Educate and inform customers of product enhancements and changes as needed • Anticipate potential problems or issues customers may have and work to prevent and/or correct as soon as possible • Encourage customer advocacy by documenting success stories and producing case studies • Work with internal team to ensure customers are set up for success upon launch of the platform • Deliver programs/projects/campaigns on time and in budget that meet or exceed customer expectations • Drive the renewal and new project SOW process • Retain and grow customer revenue by exploring and solidifying new opportunities • Review draft invoices and maintain overall accountability for accurate and timely invoice delivery to the customer • Lead Customer Success initiatives as needed • Mentor and train new CSM’s into their new role • Assist in defining best practices in all areas of the CSM role • Serve as a “Subject Matter Expert” (SME) for internal teams and for other CSM’s

🎯 Requirements

• Bachelor’s degree in business/Marketing or related discipline • 6+ years marketing, sales, business operations, account management or related experience • Flexibility to travel (e.g., customer meetings) as needed • Experience and success interfacing directly with the customer without supervision • Proven ability to work cross functionally and collaborate with others • Excellent interpersonal, presentation and communication skills • Strong organizational and time management skills • High attention to detail • Experience in designing/operating incentive and recognition programs, or in marketing services, preferred • Demonstrated knowledge of a specific customer or a specific customer’s business/industry preferred • Proven proficiency in MS Word, Excel, PowerPoint and project management software tools • Reliable home-office internet service

🏖️ Benefits

• tailored development programs • supportive and inclusive culture • resources and encouragement to thrive personally and professionally