Customer Success Manager

Who You Are

You have Heart for Service

We provide extraordinary service to our customers, coworkers, and our community by going out of our way to appreciate and support them.

You are Curious

We create products that help our customers listen and be curious, and we ourselves are curious. We strive to understand our customers’ business problems and the solutions delivered with our software.

You Find a Way

We help our customers and employees succeed by finding solutions to their problems. We have a can-do attitude and we do what we say we will do.

About Alchemer

Alchemer offers the world’s most flexible feedback platform that allows organizations to hear from their customers and employees in the moments that matter most. By integrating into the systems organizations use every day, Alchemer keeps feedback in the hands of the people who can immediately take action and close the loop. Alchemer serves more than 13,000 global marketing, CX, HR, and market research customers, including many Fortune 500 companies. Alchemer is a KKR portfolio company.

Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer’s products and services can be found on our website (www.alchemer.com).

How You Will Spend Your Days as a Customer Success Manager:

• As a Customer Success Manager, you will play a critical role in maintaining and growing our customer base, ensuring they derive maximum value from our solutions.
• Maintain, nurture, support a subset of (300 ) Alchemer customers through all phases of the customer lifecycle, from on boarding, through building value and renewals.
• Renewals Management: Own the renewals cycle, proactively alerting customers to contract status, guiding them through the renewal process, including pricing, and accurate forecasting renewal bookings.
• Customer Account Information: Maintain customer account information in Salesforce (SFDC).
• Develop Best Practices: Consult with customers to encourage adoption of our products across multiple parts of their business, developing best practices that drive positive results
• Trusted Advisor Relationship: Establish a trusted and strategic advisor relationship with customers and provide value throughout the partnership.
• Customer Retention and Sales Opportunity: Sustain our exceptional customer retention rate and maximize sales opportunities for new products within our installed base.
• Expansion Opportunities: Identify and support expansion opportunities, partnering with Sales to successfully close such opportunities.

What You Bring to This Role:

• Experience: 2 years of prior experience in Account Management, Customer Success, or a similar role with a proven history of increasing customer satisfaction, adoption, and retention.
• Domain Knowledge: Familiarity with customer experience or business process automation, with strong operations, workflow, and/or internal and external customer survey tools preferred.
• Experience with customer experience management or survey tools like Qualtrics, Medallia, Survey Monkey, or similar systems, including tools for measuring employee engagement, customer satisfaction, or business process automation.
• Strong Organizational Skills: Efficiently and effectively manage time, tasks, resources, and information to achieve goals and complete projects
• Consultative Skills: Experience working with teams at Fortune 1000 customers, identifying customer problems, finding root causes, and crafting solutions.
• Quota Achievement: A track record of meeting or exceeding quota through upselling and customer renewals.
• Project Management: Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail.
• Presentation Skills: Outstanding presentation skills to represent our solution with energy and depth.

Compensation for this position includes an annual base salary of $70,000, annual commission potential of up to $30,000, and participation in the Employee Participation Unit program.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and eleven paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

At Alchemer, we're committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we're increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply.

Don’t meet all the requirements? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification listed. Don’t let that stop you! We encourage you to apply if you have some of the requirements listed. You may bring qualities that we’re looking for in other areas. Building a diverse, inclusive, and customer centric workplace is important to us at Alchemer. If you’re excited about this role and your experience doesn’t perfectly align, we encourage you to apply anyway. Let’s talk!