Customer Success Manager

We are no longer accepting applications for this position.

JOB SUMMARY

The Customer Success Manager (CSM) is responsible for engaging software and onboarding customers to achieve early success with our product. The CSM will leverage a tactical mix of existing tools/services, support, opportunistic approaches, select resources and informed judgement to achieve customer recognition of value, high levels of product adoption, and expansion of how customers use our product.

RESPONSIBILITIES

  • The primary responsibility of this role is enabling customers to achieve success by using TDS software and services. Customer success – and the CSM role – has a direct impact on customer satisfaction, retention and renewal. Achieving these goals requires that you:
    • Become a trusted advisor to customers from on-boarding through renewal
    • Develop and maintain relationships with main users and key stakeholders
    • Proactively check in with accounts to ensure usage and identify/address any obstacles
    • Inform customers of upcoming product enhancements and relevant new offerings
    • Collaborate cross-functionally with Sales, Product Management, Product Marketing, Customer Support, Training and Consulting to ensure a consistent, positive customer experience
    • Identify customers who are not actively engaged with our products and collaborate with internal teams to improve the customer’s experience.
    • Capture feedback and resolve issues in a timely and professional manner
    • Identify customer needs, pursue cross-sell/up-sell opportunities to expand TM usage and customer value
    • Coordinate and conduct quarterly business reviews with customers and appropriate colleagues (e.g. Sales, SMEs); maintain accurate records of account plans, discussions, decisions, action items, and manage follow-up activity to closure
    • Develop and share best practices with team members to enhance the quality, effectiveness and efficiency of our overall customer success methodology and materials

    QUALIFICATIONS REQUIRED

  • 3-5 years in a customer facing role(s) with a successful track record of reaching and exceeding goals in client engagement, retention and satisfaction
  • Experience selling, implementing or supporting SaaS products and/or digital transformation projects
  • Demonstrated ability to plan and conduct structured customer interactions, being able to recognize new information/concerns and adapt as needed to attain positive outcomes.
  • Ability to think and plan strategically beginning with the goal in mind: assessing options, navigating dependencies, addressing challenges, progressing toward intended outcomes.
  • Collaborative and supportive team player able to work under your own initiative
  • Flexibility to learn/adopt new technologies/processes, pursue continuous improvement
  • Strong written and verbal communication skills (English)
  • Strong critical thinking, analytical and problem-solving abilities
  • Well-organized with high attention to detail
  • Willingness and ability to travel up to 10%