Customer Success Manager (Remote)

Reporting To: Senior Director, Customer Success Management

Department: Customer Success

Salary Range: (70,000 – )100,000, commensurate with qualifications and experience (Plus performance-based bonus)

Location: Remote – Preferred States: Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Maryland, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Vermont, Washington, West Virginia, and Wisconsin.

Job Overview

As a Customer Success Manager (CSM), you will be essential in ensuring seamless onboarding, implementation, and retention of our valued customers. This role requires you to engage with customers to comprehend their specific needs while utilizing your product expertise to effectively address those requirements. Collaboration with diverse internal teams, including Research and Development, Sales, Support, Marketing, and Customer Success, will be critical in advocating for our customers and driving ongoing enhancements in satisfaction and retention metrics.

Key Responsibilities

• Manage the onboarding and implementation process, ensuring alignment with customer expectations.
• Promote product adoption among customers to maximize their engagement.
• Serve as a customer advocate, collaborating effectively with internal cross-functional teams.
• Employ strategies to enhance customer satisfaction and retention.
• Forge strong relationships with customers at all levels, from users to executive sponsors.
• Identify and assist in capturing revenue growth opportunities.
• Work with the Finance team to oversee the renewal process.
• Act as an escalation point for resolving customer issues.
• Provide product expertise to support the Revenue team during the sales process by sharing success stories.

Required Skills

• Excellent verbal, written, and presentation abilities.
• Strong team player with a positive attitude, adaptable to change and growth.

Qualifications

• Bachelor’s degree (B.S. or B.A.).
• 3 to 5 years of experience in a client-facing role, preferably in consulting, customer service, or support.
• Previous experience as a Customer Success Manager or in onboarding/implementing customers in a SaaS environment is advantageous.
• Experience in the Food and Beverage industry and/or Supply Chain is a plus.
• Successful completion of a background screening, including employment verifications and criminal checks, as per federal and local regulations.

Career Growth Opportunities

We are dedicated to fostering talent from within, offering ample opportunities for professional development and advancement in your career.

Company Culture And Values

Founded in 2008, we are a global technology leader committed to connecting people and information to enhance teamwork. Our innovative solutions empower consumer brands to mitigate supply chain risks, streamline business operations, and gain control over data management. We pride ourselves on our collaborative network, enabling companies to connect seamlessly with a significant portion of their suppliers.

Compensation And Benefits

• Comprehensive health, dental, vision, life insurance, AD&D, STD, and LTD coverage, along with supplemental options.
• Flexible paid time off available from your first day.
• A 401(k) retirement plan with matching contributions.
• Company-sponsored volunteer days.
• A commitment to equal employment opportunities, ensuring a diverse and inclusive workforce.

Employment Type: Full-Time