145 Customer Success Manager Jobs in Austin, TX
ActiveProspect is Hiring a Customer Success Manager Near Austin, TX
Our mission is to make consent-based marketing the best channel for customer acquisition.
Job SummaryActiveProspect is seeking a dedicated and experienced Customer Success Manager to join our team. The ideal candidate will have a passion for building strong client relationships, a deep understanding of SaaS products, and a knack for problem-solving. As a Customer Success Manager, you will be the primary point of contact for our clients, helping them achieve their marketing compliance and lead performance goals using our software.
As a Customer Success Manager (CSM), your role during the onboarding process is critical in setting the foundation for our clients' success and satisfaction. Your responsibilities include:
- Understanding Client Goals: Prioritize understanding the client's goals, expectations, and challenges during initial meetings and discovery sessions. Ensure alignment between client objectives and our solutions
- Customized Onboarding Plan: Collaborate with the implementation team to develop a customized onboarding plan tailored to the client's needs and timelines. Define key milestones, deliverables, and success criteria
- Stakeholder Communication: Serve as the primary point of contact for the client, maintaining proactive and transparent communication throughout the onboarding journey. Address questions, concerns, and provide regular updates on progress
- Training and Enablement: Facilitate training sessions to educate key stakeholders on our products, features, and best practices. Ensure clients are equipped with the knowledge and resources needed to effectively utilize our solutions
- Risk Mitigation and Issue Resolution: Anticipate potential risks or challenges during the onboarding process and take proactive measures to mitigate them. Promptly address any issues that arise, working closely with internal teams for resolution
- Setting Expectations: Manage client expectations regarding timelines, deliverables, and outcomes. Provide realistic projections while instilling confidence in our ability to deliver value and achieve their desired outcomes
- Feedback Collection: Gather client feedback at various stages of onboarding to identify areas for improvement and ensure a positive experience. Use feedback to refine processes and enhance future onboarding experiences
- Transition to Customer Success Phase: Prepare clients for the transition from onboarding to ongoing customer success management. Ensure a seamless handoff and alignment on post-onboarding objectives and support
- Client Engagement Strategy: Develop and execute a proactive engagement strategy to nurture relationships with assigned clients. Understand their business goals, challenges, and preferences to tailor interactions effectively
- Regular Communication: Maintain regular communication with key stakeholders within client organizations. Schedule periodic check-ins, status updates, and strategic reviews to ensure alignment and address evolving needs
- Strategic Planning: Collaborate with clients to develop strategic success plans that outline mutual objectives, milestones, and success metrics. Continuously revisit and refine these plans based on client feedback and changing circumstances
- Issue Resolution: Serve as the primary escalation point for client concerns or issues. Facilitate prompt resolution by coordinating efforts across internal teams and ensuring timely communication and updates to clients
- Value Demonstration: Proactively identify opportunities to showcase the value of our products and services to clients. Provide insights and recommendations on how they can maximize their investment and achieve their desired outcomes
- Customer Advocacy: Advocate for client needs and priorities within our organization. Champion client success stories, feedback, and enhancement requests to relevant teams to drive continuous improvement and product development
- Renewal and Expansion Opportunities: Identify opportunities for contract renewals and expansion within existing client accounts. Collaborate with Sales to develop strategies and proposals that demonstrate our ongoing value and ROI
- Feedback Collection: Regularly solicit feedback from clients regarding their experiences, satisfaction levels, and areas for improvement. Use this feedback to inform proactive measures and strengthen client relationships
- Create Engaging Case Studies: Collaborate with our marketing team to transform collected data into engaging case studies. Highlight the client's journey, emphasizing how ActiveProspect's solutions contributed to their success and differentiated us from competitors
- Preparation and Research: Conduct thorough research on the conference agenda, speakers, and attendees. Identify relevant sessions, workshops, and networking opportunities aligned with our customer success strategies
- Learning and Development: Actively participate in conference sessions to gain insights into industry trends, best practices, and innovative solutions. Share key learnings with the team to foster continuous learning and improvement
- Networking and Relationship Building: Engage proactively with industry peers, thought leaders, and potential partners to build professional relationships. Represent our organization positively and seek opportunities for collaboration or knowledge exchange
- Brand Ambassadorship: Promote our company's products, services, and values during interactions with conference attendees. Showcase our expertise and success stories to enhance brand recognition and credibility
- Knowledge Sharing: Upon return, share conference highlights, key takeaways, and actionable insights with colleagues. Collaborate with relevant teams to implement new strategies or initiatives based on conference learnings
- Follow-up and Implementation: Follow up with contacts made during the conference promptly. Initiate discussions on potential partnerships or collaboration opportunities identified. Implement action items or changes based on insights gained
- Feedback and Evaluation: Provide feedback to leadership on the value and impact of attending the conference. Recommend future conference attendance based on ROI, relevance, and strategic alignment with our business objectives
- Experience: 5 years of experience in a customer success, account management, or similar role, preferably in a B2B SaaS environment
- Portfolio Management : Proven track record of managing 25-30 growing client relationships, preferably with Enterprise level clients
- NRR Expansion Experience : Proven track record of identifying and closing upsell opportunities and/or working with sales team to increase NRR
- Industry Knowledge: Familiarity with marketing compliance and lead performance software is a plus
- Communication Skills: Excellent verbal and written communication skills with the ability to convey complex concepts in a clear and concise manner
- Problem-Solving: Strong analytical and problem-solving skills with a proactive and solution-oriented mindset
- Customer-Centric: Passion for customer success and a genuine desire to help clients achieve their goals by delivering exceptional customer experiences
- Strategic Thinker: Ability to analyze data , draw insights, and make data-driven decisions
- Technical Aptitude: Comfortable with technology and able to quickly learn new software applications
- Team Player: Ability to work collaboratively with cross-functional teams, including sales, product development, and support
- Flexible work environment with a focus on work-life balance
- Competitive salary and benefits package including healthcare, dental, vision, and life insurance
- Retirement plan with company matching
- Regular team-building events and a global, remote-first company culture
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Job Summary
Full Time
$79k-106k (estimate)
06/12/2022
09/20/2024
activeprospect.com
Austin, TX
50 - 100
Related Companies
The following is the career advancement route for Customer Success Manager positions, which can be used as a reference in future career path planning. As a Customer Success Manager, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Success Manager. You can explore the career advancement for a Customer Success Manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Success Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Success Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Success Manager job description and responsibilities
Having a customer success manager overseeing the onboarding process helps with retention.
01/03/2022: Pueblo, CO
Customer success managers should have strong organization and presentation skills, but those things can be taught.
12/19/2021: Modesto, CA
They monitor their customers’ happiness closely so that they are able to offer solutions before problems occur.
02/13/2022: Everett, WA
Take time to understand what each customer needs and help customers take the shortest route possible.
01/23/2022: San Jose, CA
The customer success manager characterizes himself with being organized, presentable and acquiring technical skills.
01/07/2022: Minneapolis, MN
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Success Manager jobs
Customer success managers are both salespeople and support professionals.
12/15/2021: Las Cruces, NM
During the operational stage (also known as “Business as usual), Customer Success Managers often provide technical know-how, expertise, and training to customers with the goal making them successful and keeping them satisfied with the business’s products
01/02/2022: Longview, TX
A good Customer Success Manager must have a thirst for knowledge, the ability to learn quickly and easily grasp new software applications.
02/21/2022: Pueblo, CO
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
12/22/2021: Temple, TX
Customer Success Managers must be strong, natural advocates.
02/15/2022: Clearwater, FL
Step 3: View the best colleges and universities for Customer Success Manager.
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