Are you interested in working for a high-growth, innovative company? Do you like working with people who are nice to be around and who care about delivering excellent products and services to the customer? If so, you might want to work for Core Sound Imaging, Inc.!
We might like to work with you if...

• You enjoy organizing information, are detail oriented and like to have your hands in many different things.
• You have excellent computer skills, organization skills and are self-motivated.

The primary function of this role is to work with Core Sound Imaging customers to drive customer satisfaction, retention, and growth. This is a high-profile, customer-facing role requiring excellent relationship management skills and technical acumen. The Customer Success manager will work with business leaders to understand their needs, map our best practices to customer business requirements and drive value delivery. In addition, this role requires the ability to develop and coordinate cross-functional teams and the ability to influence internal and customer stakeholders. The ideal candidate is strategic in their thinking and planning, hands-on in execution and results-oriented with strong communication and problem-solving skills.

Primary Responsibilities:

• Responsible for establishing and maintaining a tiered approach to customer accounts to foster long-term business relationships that achieve early value for our customers and ensure customer retention and growth.
• Develop effective Success Plans based on customers’ priorities and use cases and deliver them through proactive customer service and a high level of ownership that ensures high adoption of the platform, and revenue growth.
• Take a lead in the organizing and running of customer-facing sessions and interactions such as Quarterly Business Reviews, Best practice sessions, Executive Briefings, office hours, regular touch points and reviews, etc.
• Proactively identify and mitigate any risks to churn and long-term relationships with customers.
• Act as the first point of contact and escalation point for the customer and internal teams and drive resolutions and escalations in a timely, proactive manner.
• Monitor customer health and value confirmation by tracking product usage, and customer satisfaction and by collecting and encouraging customer feedback.
• Communicate the status of assigned accounts to all relevant parties within Core Sound Imaging on a need- to-know-basis.
• Act as a customer's voice and represent their needs and priorities with cross-functional teams across Development, Product Management, Onboarding & Training, Sales, Marketing, and Customer Support
• Conduct regular meetings to understand customers' business requirements.
• Assist with the development of technical educational, marketing, and sales material in support of customer success.
• Perform other duties as required.

Position Requirements:

• The ideal candidate is strategic in their thinking and planning, hands-on in their execution, and results-oriented, with strong communication and problem-solving skills.
• Minimum 3 years of customer-facing experience in a service role, preferably with a vendor
• 2 years of experience in SaaS customer success and retention roles
• Prior experience in software delivery is a must; Experience in the security space is a strong plus.
• Track record of delivering results above expectations with medium-sized customers
• Great understanding of stakeholder management and ownership and a track record of applying it in the work context
• Excellent executive-level communication and presentation skills
• Strong project management skills
• Ability to develop strong product/technology/industry knowledge.
• Willingness to travel within North America

Qualifications:

Equivalent to completion of 4-years of college-level coursework in a related field. The following items are preferred but not required:

• Prior experience with SaaS
• Clinical certification and/or medical device experience
• Experience with CRM solutions, preferably SalesForce
• Experience with Windows operating systems, Microsoft Office Suite, Teams, and customer support tools such as Salesforce and Zoho Desk