Role Description As a Customer Success Manager, you will be responsible for managing a portfolio of customers and ensuring their satisfaction and success with our products and services. You will be the primary point of contact for your customers, collaborating closely with them to understand their needs, address their concerns, and provide the guidance and support required to achieve their goals. In addition to developing strong customer relationships and driving adoption and engagement with our Govenda and OnBoard platforms, you will play a key role in identifying and nurturing growth opportunities within your accounts, such as upselling and expanding product usage. You may be responsible for multiple products, including onboarding and migration of customers. Key Responsibilities - Customer Relationship Management: Serve as the primary point of contact for a portfolio of customers, building strong, long-term relationships and understanding their business goals and challenges. - Customer Satisfaction & Success: Ensure customers achieve their desired outcomes by providing proactive support, guidance, and best practices for using our products and services. - Issue Resolution: Address customer concerns and resolve issues promptly, coordinating with internal teams as needed to deliver effective solutions. - Platform Adoption & Engagement: Drive adoption and active engagement with the Govenda platform by conducting onboarding, training sessions, and regular check-ins to maximize value and usage. - Growth & Expansion: Identify and pursue opportunities for account growth, including upselling additional products and services. Develop and execute tailored expansion strategies for each customer. - Business Reviews & Strategic Planning: Conduct regular business reviews with customers to discuss progress, gather feedback, and introduce new features or services that align with their evolving needs. - Migration Management: Lead and support customers through the migration process to a new platform, including planning, timeline management, resource coordination, and ensuring a smooth transition. - Change Communication: Proactively communicate upcoming changes, migration updates, and new platform features to customers, ensuring transparency and preparedness. - Customer Advocacy: Act as the voice of the customer within the organization, providing feedback to product and leadership teams to influence the roadmap and service improvements. - Reporting & Insights: Monitor customer health, usage metrics, and satisfaction scores. Provide regular reports and actionable insights to internal stakeholders and leadership. - Collaboration: Work closely with sales, product, and support teams to ensure a seamless customer experience and alignment on customer goals and growth initiatives. - Renewals Management: Work with customers to minimize product churn and maximize account renewals, supporting the contract renewal process. Qualifications - Bachelor’s degree in business, or a related field, preferred. - 5-7 years of experience in a customer-facing role at a B2B SaaS company; managing growing revenue for your book of accounts. - 5-7 years experience with cross-functional collaboration including Sales, Customer Experience, Product/Development, and other internal teams. - 3+ years experience in managing a book of clients of at least 250. - Exposure to C-Level executives and Legal Teams strongly preferred. - Preferred: Demonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation). - Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions. - Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner. - Ability to manage customer conversations at all levels, including direct or indirect negotiations. - Ability to work independently and manage multiple customer accounts simultaneously. - Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems. - Excellent verbal, written, presentation and project management skills. Competencies - Accountability - Adaptability - Applied Learning - Business Acumen - Collaboration - Customer Focus - Dealing w/Ambiguity - Decision Making - Driving for Results - Initiating Action - Planning & Organizing - Technical/Professional Knowledge/Skills Benefits - Fully remote work with company provided equipment (laptop, software, etc.) - Employment with a growing, casual, fun, philanthropic minded company - Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings. - An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan. - Medical Flexible Spending Accounts available. - Dependent Care Flexible Spending Accounts available. - Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher). - Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you. - 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. - Paid Time Off (PTO)/Holiday Interview Transparency & Technology Disclosure We use video/audio recordings and artificial intelligence (AI) tools during our interview process to transcribe responses, evaluate skills, and streamline evaluations. 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