Customer Success Manager

🔥 12 hours ago

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Wellspring Worldwide

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏢 Enterprise

☁️ SaaS

🤝 B2B

💰 Private Equity Round on 2022-07

Enterprise • SaaS • B2B

Wellspring Worldwide is a company that powers world-class innovation management and technology commercialization programs. They serve leading corporations, universities, and government agencies by offering solutions in tech transfer, innovation management, tech scouting, and IP management. Wellspring provides tools and advice to manage R&D programs, technology portfolios, and corporate intellectual property. Their services include data and operations support, IP commercialization, and technology licensing. With 17 years in business, Wellspring is trusted by hundreds of organizations to handle millions of patents and trademarks and execute thousands of licenses online.

📋 Description

• Manage a full book of business, serving as the lead and advisor for assigned customers • Develop and execute comprehensive Customer Success Plans that align product capabilities with the customer’s business objectives • Proactively identify churn risks and develop “get well” plans • Lead renewal conversations, identify expansion opportunities, and partner with Sales to finalize expansions • Educate customers on product features, updates, and best practices to maximize value and adoption • Track customer usage and engagement to identify risks, opportunities, and areas for improvement • Serve as primary point of contact for assigned customers, responding promptly to inquiries and requests • Monitor customer satisfaction, gather feedback, and proactively address concerns to support retention • Maintain accurate records of customer interactions, account status, and feedback in CRM and success tools • Work with Sales, Support, and Product teams to troubleshoot issues and escalate them when necessary • Identify gaps in customer lifecycle and suggest improvements to internal workflows • Act as the ‘voice of the customer’ to Product, providing structured feedback and data-backed feature requests • Promote customer awareness of new features, enhancements, and recommended workflows

🎯 Requirements

• Bachelor’s degree preferred, with 2-4 years of experience in Customer Success, Account Management, or a related SaaS role • Strong communication and interpersonal skills with the ability to build positive customer relationships • Proven ability to manage difficult conversations and build relationships with mid-level management at customer organizations • Excellent problem-solving abilities and attention to detail • Ability to prioritize tasks in a fast-paced, dynamic environment • Enthusiastic, self-motivated, and eager to learn • Preferred Familiarity with SaaS applications or enterprise customer environments • Experience using CRM or customer success tools (e.g., Salesforce, HubSpot, Gainsight) • Exposure to customer onboarding, support, or training activities