Job Title : Customer Success Manager
Location : Remote Position
Department : Customer Success
Reports To : Director, Customer Success
Job Summary :
As a Customer Success Manager at CINC, you will be the face and voice of our company, managing customer relationships like a business. Your primary goal is to maximize customer satisfaction, minimize costs, and promote customer growth and adoption of CINC's products and services. You will proactively consult with customers, maintain their information, and handle communications and escalations. Your role is crucial in reducing churn, driving customer success, and developing raving customer fans.
Key Responsibilities :
- Customer Trusted Advisor / Consultant :
Ownership of customer success for the duration of the entire customer lifecycle
Take full responsibility for the account in Customer satisfaction, communication, and when needed, escalationProvide proactive consulting and understand the customer's business needsMinimize costs by reviewing support cases for trends and developing action plans to address customer needsReduce churn by maintaining high customer satisfaction scores and handling escalations effectively (Follow up is crucial)Coordinate with internal resources to assist with escalations, questions, training needs, product requests and potential upsellsStay informed about regional regulations and attend relevant conferences and eventsCustomer Product and Services Adoption and Enhancements :Primary owner of customer feedback for development of new or enhanced products and services
Will gather and present functional product and services requirementsWill work directly with Product team to prioritize customer requests and escalationsMonitor and encourage system usage and product adoption for customers to achieve the full value of CINCCollaborate with Account Executives and Customer Growth Manager(s) to ensure customers successfully adopt products / services sold by AEs and CGMsCommunications :Handle incoming and outgoing customer communications
Communicating the voice of the customer across all CINC operationsRaise awareness to customer trends and needsFollow up on NPS feedback and establish plans to improve scoresBusiness Management / Acumen / Operations :Primary point of escalation for customers across all CINC products and services
Identify at-risk customers and develop / execute plans to retain customersAnswer questions about customer makeup and identify customers who may be affected by changesBe the expert on your portfolio of customers internallyStay up-to-date on the latest product releasesMaintain customer hygiene by updating contact and account informationProvide leadership regular updates on assigned customers statusSkills / Competencies :
Ownership of customers - it is up to the CSM to oversee efforts to resolve issues or provide updates for customer inquiries and follow up to see things through to the endCapable of running point on client calls with an executive presence and making sure action items / takeaways are assigned and / or completed in a timely mannerStrong customer relationship, organization and time management skillsEmpathy - The ideal candidate will ensure CINC's customers are heard and feel heardStrong ability to learn new concepts, problem-solve, and think on your feetTeamwork and Leadership SkillsAptitude for fostering positive relationshipsCustomer-oriented mindsetWritten and verbal communication skills, ability to synthesize complex issues and communicate into simple messagesProactive self-starterAutonomy and ownership of territoryQualifications
Bachelor's degreeAt least two years of Customer Success experienceExperience in community association industry a plusIndividual must be able to work in a highly self-driven manner within a fast-paced, entrepreneurial environmentTravel included up to 30%CINC Systems, LLC is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
