Experienced Customer Success Manager – Driving Customer Satisfaction and Growth in a Fully Remote Environment

At careerzynith, we're revolutionizing the demand generation landscape for B2B technology companies. Our unique approach cultivates an engaged community, linking members with our customers' programs to drive awareness, improve lead generation, and deliver valuable insights from market research. As a Customer Success Manager, you'll play a vital role in ensuring our clients achieve success with our services, driving maximum value from our solutions, and fostering long-term relationships that fuel growth.

• *About the Role:**

We're seeking an experienced Customer Success Manager to join our growing team, working remotely from the comfort of your own space. As a key member of our Customer Success team, you'll be responsible for building and maintaining strong relationships with customers, guiding them through their journey, and ensuring a seamless and positive experience. Your expertise will help drive customer satisfaction, retention, and growth, while collaborating closely with our sales, account management, and product teams.

• *Key Responsibilities:**

• **Customer Onboarding:** Lead and manage the customer onboarding process, ensuring new customers have a smooth transition from sales to success. This includes:
+ Developing and executing customized onboarding plans+ Coordinating with cross-functional teams to ensure timely delivery of customer-aligned programs+ Providing training and resources to customers, helping them get the most value from our services
• **Program Fulfillment:** Ensure on-time, on-budget, on-spec delivery of customer-aligned programs, from project kickoff through launch and renewal. This includes:
+ Managing program timelines, milestones, and deliverables+ Collaborating with internal teams to address customer needs and concerns+ Identifying and mitigating potential risks and issues
• **Relationship Management:** Build and maintain long-term relationships with customers, acting as their trusted advisor. This includes:
+ Regular check-ins and progress updates+ Identifying and addressing customer pain points and areas for improvement+ Developing and executing customized growth strategies
• **Prospect Vetting:** Identify and vet meeting prospects that align with customer target personas and goals. This includes:
+ Conducting research and analysis to identify potential prospects+ Developing and executing customized outreach strategies+ Coordinating with sales and account management teams to ensure seamless handoffs
• **Data Logging:** Maintain and update customer records daily for accurate tracking. This includes:
+ Ensuring data accuracy and integrity+ Developing and implementing data management processes+ Providing regular reporting and analysis to leadership
• **Customer Retention:** Monitor customer satisfaction and work to resolve issues proactively, helping reduce churn and increase retention. This includes:
+ Conducting regular customer satisfaction surveys and analysis+ Identifying and addressing customer pain points and areas for improvement+ Developing and executing customized retention strategies
• **Product Training & Support:** Provide training, resources, and guidance to customers, helping them get the most value from our services. This includes:
+ Developing and delivering customized training programs+ Providing ongoing support and guidance to customers+ Identifying and addressing customer pain points and areas for improvement
• **Account Growth:** Identify opportunities to expand accounts through upselling or cross-selling, working closely with the sales and account management teams. This includes:
+ Conducting research and analysis to identify growth opportunities+ Developing and executing customized growth strategies+ Coordinating with sales and account management teams to ensure seamless handoffs
• **Issue Resolution:** Address customer inquiries and issues in a timely manner, ensuring swift resolution and follow-up. This includes:
+ Responding to customer inquiries and concerns in a timely and professional manner+ Collaborating with internal teams to address customer needs and concerns+ Identifying and mitigating potential risks and issues
• **Customer Advocacy:** Collect customer feedback and insights, and work with the product and marketing teams to influence the roadmap and improve the customer experience. This includes:
+ Conducting regular customer feedback and insights sessions+ Developing and executing customized advocacy strategies+ Collaborating with product and marketing teams to drive customer-centric decision-making
• **Reporting & Analysis:** Regularly track and report on customer health metrics and satisfaction levels, and provide actionable insights to leadership. This includes:
+ Developing and implementing reporting and analysis processes+ Providing regular reporting and analysis to leadership+ Identifying and addressing customer pain points and areas for improvement

• *Key Competencies:**

• **Accuracy:** Ability to consistently, and accurately, calculate and record information.
• **Attention to detail:** Strength in multitasking and switching tasks while on deadline.
• **Organization:** Organized approach to managing time and resources.
• **Learning Orientation:** Desire and aptitude to continuously learn and grow professionally.
• **Flexibility:** Ability to "wear many hats" and adapt to changing business needs as the company grows and scales.
• **Ethical Conduct:** Must uphold and enforce the company's ethical standards and comply with local, state, and federal law.
• **Problem Solving:** Creative and data-driven approach to solving complex problems
• **Professionalism:** Ability to handle difficult situations with empathy and a solution-oriented approach.
• **Collaboration:** Work well as part of a team. Cooperates extensively with other departments/functions.
• **Communication:** Communicates effectively with employees, vendors, and customers. Must speak, write, and read English at a proficiency level allowing the competent completion of all job duties.

• *Qualifications:**

• **Bachelor's degree or equivalent work experience**
• **3+ years of experience in customer success, account management or related customer-facing roles**
• **Proficient in using Microsoft Office and/or Google Workspace programs for daily tasks**
• **Prior experience with inside sales, sales support and customer service**
• **Ability to work hours aligned with the US Eastern Time Zone**

• *Preferred Qualifications:**

• **2+ years experience in digital marketing**
• **2+ years experience in project or program management function**
• **Experience working with customers in the B2B technology space**
• **Experience with project management tools (e.g., Asana, Atlassian) and CRM software (e.g., Salesforce, HubSpot)**

• *Why careerzynith?**

• **Base Salary + Potential Quarterly Bonus**
• **Full Time Virtual Position**
• **Health Dental & Vision Insurance**
• **Company Paid Life, AD&D, Short Term & Long-Term Disability**
• **401k (company match)**
• **3 Weeks Paid Time Off & Holidays**

• *How to Apply:**

Interested candidates should click "Apply" and submit the requested information.

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