Customer Success Manager

Description

Delivered Culture: Are you tired of dealing with corporate politics, endless bureaucracy, and decision-making that moves at a snail's pace? If you're a free thinker, a challenger of the status quo, and thrive in a fast-paced, dynamic environment, Delivered is the place for you.

About Us: At Delivered, we hate wasting time. We get things done—fast. No office BS, no red tape. We're a startup that values action over words, and we empower our team to make decisions ASAP. If you're the kind of person who thrives in an environment where you can galvanize change, bring new ideas, and see them through quickly, then you’ll fit right in.

We’re Looking For People Who

• Despise corporate politics and love honest, direct communication.
• Are passionate about cutting through the noise and getting real work done.
• Thrive in a place where ideas can be challenged—we welcome them!
• Are self-starters who can take ownership and drive innovation.
• Believe in breaking things (not literally, but processes and thinking patterns!) to build them better.
  
  

If you're ready to join a team that values free thinking, fast decisions, and a no-nonsense approach to getting things done, then Delivered is your home. Join us, and let's change the game together.

Apply now and tell us how you plan to challenge the way we do things!

Job Summary

We are seeking a Customer Success Manager who will build and maintain strong relationships with our customers. You will be pivotal in ensuring our customers achieve their desired outcomes while maximizing the value we provide through our solutions. You will serve as a trusted advisor, help customers navigate our products and services, and proactively address their needs to ensure high levels of customer satisfaction, retention and expansion.

Job Description

Relationship Management:

• Build and maintain strong, long-lasting relationships with customers by understanding their business goals.
• Provide strategic guidance, acting as the face of the Delivered to our customers.
  
  

Churn Protection

• Act as a trusted agent to our customers in achieving a high level of customer support to protect from churn risks by delivering continuous and incremental value.
  
  

Customer Trusted Advisor

• Develop and nurture trusted advisor relationships with key customer stakeholders to build and execute a collaborative roadmap to deliver expected benefits and high return on investment.
  
  

Expansion

• Identify opportunities for account growth
• Work closely with customers to influence and accelerate products and services, while collaborating internally with Delivered’s teams to provide recommendations and guidance at the right time.
  
  

Contract Management

• Manage all contract negotiations for statement of work, master service agreements, subscription agreements, amendments and renewals.
  
  

Customer Advocacy

• Act as the voice of the customer within Delivered, providing feedback to the sales, services and product teams to drive continuous improvement.
  
  

Reporting

• Monitor customer health metrics and key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively and report monthly internally on customer health status, risks and opportunities.
  
  

Cross-Functional Collaboration

• Collaborate with sales, marketing, operations, and support teams to ensure a cohesive and exceptional customer experience.
  
  

Requirements

• Required: High School Diploma or GED and at least 5 years of proven work experience in a Customer Service, Account Manager or similar role.
• Preferred: Bachelor’s degree in business or a related field
• Experience working for a start-up is a plus.
• Ability to build strong relationships with stakeholders at all levels in the organization.
• Strong work ethic and ability to navigate complex customer environments.
• Proficiency with Microsoft Office Suite.
  
  

We are an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified individuals regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran’s status, or other legally protected classification in accordance with applicable federal, state, and local law.