Customer Success Manager

Job Title: Customer Success Manager

Department: Sales

Reports To: Gary Vasconi, VP Client Services

Location: Onsite, (Nashville, TN or Emeryville, CA)

Job Type: Full-Time

Job Summary

We are seeking a Customer Success Manager (CSM) to join our dynamic team. As a CSM, you will be the primary point of contact for our customers, ensuring they receive exceptional value from our products and services. You will work closely with clients to understand their goals, support onboarding, drive product adoption, and foster long-term relationships that promote retention and growth.

Key and Day to Day Responsibilities

Customer Onboarding

·  Guide new customers through the onboarding process.

·  Ensure customers understand and effectively use the product.

·  Provide training sessions or resources.

Relationship Management

• Build and maintain strong relationships with customers.
• Serve as the primary point of contact for customer concerns and needs.
• Conduct regular check-ins via calls, emails, or meetings.

Proactive Engagement & Support

• Identify customer pain points and address them before they become issues.
• Monitor customer usage and engagement to ensure they are getting value.
• Recommend best practices and tailored solutions.

Renewals & Retention

• Work to reduce churn by identifying at-risk customers and re-engaging them.
• Drive contract renewals and ensure customer satisfaction.
• Develop strategies to improve customer retention.

Upselling & Cross-Selling

• Identify opportunities for customers to expand their use of the product.
• Collaborate with the sales team to introduce upgrades or additional features.

Handling Customer Feedback & Advocacy

• Collect and analyze customer feedback to improve the product/service.
• Act as a bridge between customers and internal teams (product, sales, and support).
• Advocate for customer needs in internal discussions.

Metrics & Reporting

• Track customer success metrics (e.g., churn rate, Net Promoter Score, product adoption).
• Report on customer engagement trends and improvement areas.

Collaboration with Internal Teams

• Work with support teams to resolve customer issues quickly.
• Provide insights to product teams to drive feature development.
• Align with sales to ensure smooth transitions from prospects to active customers.

Hosting Customer Training & Webinars

• Conduct periodic training sessions, webinars, or Q&A sessions.
• Create knowledge base articles, tutorials, or video guides.

Crisis Management

• Address urgent customer concerns and escalate issues when necessary.
• Implement strategies to recover dissatisfied customers.

Requirements & Qualifications

Must-Have:

• Education: Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent experience).
• Experience:
• 3-5 years in Customer Success, Account Management, or similar client-facing roles.
• Experience in Sales in Technology verticals (SaaS, AI, Networking, Healthcare, Financial Industries preferred).
• Clear and concise written and oral communication skills plus a strong desire to listen, be empathetic and find solutions to client challenges
• Skills:
• Excellent interpersonal and communication skills.
• Strong problem-solving and analytical abilities.
• Ability to manage multiple accounts/projects simultaneously.
• Comfortable working in a fast-paced, dynamic environment.
• Tools: Familiarity with CRM tools (HubSpot / Customer Success Module), FedEx Ship Manager, ShipStation, Google Workspace, and productivity tools (Slack).

Preferred Qualifications:

●    Experience working with Fortune 1000 Technology companies.

●    Knowledge of circular economic principles and sustainability in IT asset management.

Work Environment & Physical Demands

The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch, or crawl to relocate, and count assets. The vision abilities required to perform this job include close vision. 

Compensation & Benefits

What We Offer:

●    Competitive salary and performance-based bonuses.

●    Health, dental, and vision insurance.

●    2 weeks of PTO and 8 paid Holidays

●    Professional growth and learning opportunities.

●    A collaborative and supportive team environment.

About Remota, Inc.

Remota was born out of the need to help teams manage the full lifecycle of their IT assets with the rise of the distributed workforce. During and post pandemic, HR and IT teams were faced with tough logistical challenges to furnish new employees with their laptops, help remote teammates fix or replace laptops, retrieve equipment from departing employees and then figure out what to do with their used assets.

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Remota makes it easy for you by handling all the logistics from procurement to retirement, so you can focus on your priorities, reduce costs and save time. ‍

Remota is an IT logistics company specializing in powering remote and distributed workforces with ease and security. Although formally established in 2022, Remota is built on over two decades of experience, having been spun out of a successful business operating since 2000.".

How to Apply

Please contact Gary Vasconi at garyv@remota.com or Gary Vasconi via LinkedIn