What are the responsibilities and job description for the Customer Success Manager position at DealHub.io?
DealHub is a leading provider of sales engagement and revenue optimization solutions, empowering businesses to streamline their sales processes and drive growth. As a company that advocates a customer-first approach, we're known for our professional Success team and are hiring a Customer Success Manager for the Austin, TX team, who will ensure that DealHub’s full functionality and offerings are being leveraged, maximizing the value of each customer’s subscription.
As a Customer Success Manager, you will serve as the trusted point of contact for our customers and lead our customers step by step during the onboarding and ongoing process. Your main goal is to build strong relationships with SMB customers while making sure they are satisfied with the product, maintaining high retention, and maximizing expansion opportunities.
Your day-to-day responsibilities include leading and doing the implementation process at a hands-on level, leading training sessions, and making sure the customer is satisfied with the solution and process.
Your day-to-day will include:
To succeed as a Customer Success Manager, we expect you to:
As a Customer Success Manager, you will serve as the trusted point of contact for our customers and lead our customers step by step during the onboarding and ongoing process. Your main goal is to build strong relationships with SMB customers while making sure they are satisfied with the product, maintaining high retention, and maximizing expansion opportunities.
Your day-to-day responsibilities include leading and doing the implementation process at a hands-on level, leading training sessions, and making sure the customer is satisfied with the solution and process.
Your day-to-day will include:
- Managing a large portfolio of SMB customers, in different stages in their journey.
- Leading customer meetings on a daily basis, training sessions, QBRs, follow-ups and more.
- Understanding customers' business objectives and proactively identifying opportunities to drive value and ROI.
- Serving as a trusted advisor to customers, offering guidance and best practices to optimize their usage and adoption of the platform.
- Collaborating with cross-functional teams, including Sales, Product, and Support, to advocate for customer needs and ensure a seamless customer experience.
- Conduct regular business reviews with customers and proactively identify and address any issues or concerns to ensure customer satisfaction and retention.
- Identifying upsell and expansion opportunities within existing accounts, working closely with the Sales team.
To succeed as a Customer Success Manager, we expect you to:
- Have 3 years of proven experience as a Customer Success Manager from Saas companies - is a must
- Have an excellent customer-facing approach with fluent communication skills (verbal and written).
- Feel comfortable leading workshops and technical training sessions
- Have proven hands-on experience with leading onboarding and implementation processes
- Have proven experience and understanding of CRM (Salesforce/Dynamics/Hubspot)
- Have good understanding of sales and business processes
- Act as the trusted advisor in front of C-suite and senior levels
- Have a "can-do" approach, great problem-solving and work-under-pressure ability
- Love working in a dynamic and fast-paced environment
- Experience with CPQ tools (an advantage)
