Customer Success Manager

As a Customer Success Manager, you will be responsible for managing the relationships with an assigned book of business within the GF Enterprise strategic account list. Your main priorities will be ensuring that the customer is onboarded successfully with our software, that their users love us, and that they grow their use case within GoFormz. In short, you will serve as our Customers’ Trusted Advisor throughout their lifecycle. This is not a direct sales role but your performance will be measured on data points critical to our client’s success including account growth, and renewal rate.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Own the Customer Life-cycle and onboard new customers to ensure product adoption. Onboarding can include admin training, end-user training, and working with our professional service department to scope out future technical integration.
• Proactively schedule and meet with assigned customers on a regular basis based on Product Usage Data. CSMs will work in a team with our Account Managers to measure progress against our customer goals and identify/address any areas for improvement.
• Provide strategic guidance on the product and introduce new features and upcoming releases on the GoFormz product roadmap. CSMs will work closely with our product team to ensure all customer feedback is captured for product consideration.
• Work closely with the Account Manager to ensure renewal for customers in your Book of Business and provide feedback when a customer is not completely satisfied with GoFormz services.
• Identify new expansion opportunities through customer engagements. CSMs will partner with our Account Management team to provide visibility to customer status and insight into expansion opportunities.

Required Skills/Abilities:

• Experience managing a book of Enterprise level accounts
• Experience onboarding Enterprise level accounts
• Experience working on a team with Account Managers and Account Executives to ensure client satisfaction and Renewal
• Experience consulting clients on best practices within a technical product
• Experience presenting and hosting QBRs with senior and executive-level customers
• Experience using a Client Success software
• Experience mapping out customer success plans and executing on deliverables
• Experience using Intercom
• Experience in a Technical Support role

Education and Experience:

• 3+ years experience working with a technical SaaS product in a Customer Success or Implementation role

Benefits:

• Compensation Range: $90,000- $130,000 OTE
• Employee medical and dental paid by the company; you just cover vision.
• 4 weeks (160 hours) accrued paid vacation in your first year.
• Options to work from home or from our vibrant office in downtown San Diego where we provide complimentary parking or a monthly MTS pass.
• We care about your physical health. Our office is equipped with automatic sit/stand desks, plus you’ll get a monthly reimbursement for wellness related purchases!
• We have a fantastic team that gets stuff done and is fun to work with!
• The environment is fast-paced, so you will see the results of your work immediately.
• You will have plenty of opportunities to use and learn cutting-edge technologies.