What are the responsibilities and job description for the Customer Success Manager position at Sharpen Technologies Inc.?
The Customer Success Manager (CSM) is pivotal to ensuring customer retention and driving long-term satisfaction with Sharpen. As a trusted advisor, the CSM plays a critical role in fostering strong, lasting relationships by advocating for customers within the organization and championing Sharpen’s value to our customers.
We’re seeking a proactive, customer-centric CSM with a solid sales background to join our team. In this role, you will be the primary point of contact for customers, deeply understanding their unique needs, delivering tailored solutions, and driving ongoing value. Your sales expertise will be essential in identifying growth opportunities, facilitating upsells and renewals, and ensuring that both customer success and revenue targets are achieved.
As a key member of our team, you will collaborate with cross-functional teams, including Sales, Product, and Support, to provide a seamless, exceptional customer experience while consistently exceeding both customer satisfaction and revenue goals.
Job Responsibilities:
- Become a Product Expert: Develop a deep understanding of Sharpen’s products and services to provide expert-level guidance to customers.
- Lead Product Demos: Conduct high-level, tailored product demonstrations to showcase the full suite of offerings to prospective and existing customers.
- Drive Customer Adoption & Value: Proactively identify additional use cases, optimize product utilization, and track customer outcomes. Understand the customer's business metrics outside of Sharpen and align product offerings to maximize value.
- Build Customer Champions: Cultivate strong relationships by making personal connections with key stakeholders, providing tailored training beyond the product (e.g., communicating our value proposition), and working with account managers to identify commercial opportunities.
- Monitor Customer Health: Regularly engage in compelling monthly and quarterly meetings, stay informed on key customer events (e.g., mergers, layoffs), and proactively address any concerns to ensure customer success.
- Serve as Strategic Partner: Act as the trusted point of contact for customer champions, product owners, and executive sponsors, fostering strong relationships and establishing yourself as a strategic advisor.
- Identify and Escalate Sales Opportunities: Detect and support upsell, cross-sell, and expansion opportunities, collaborating with customers to uncover new areas for value creation and increased product usage.
- Collaborate with Account Management: Partner closely with the account management team to support key commercial activities, including renewals, upsells, and other customer transactions.
- Escalate Critical Customer Issues: Flag and escalate high-priority customer situations (e.g., yellow and red flags) through the appropriate channels, coordinating resources to address and resolve issues.
- Maintain CRM Data Integrity: Ensure consistent and accurate record-keeping in the CRM system, tracking customer interactions and updates.
- Track and Meet Key Performance Metrics: Own and support KPIs related to customer adoption, renewal rates, net revenue retention, and churn, ensuring consistent and measurable outcomes.
- Gather and Communicate Customer Feedback: Act as the voice of the customer by sharing feedback with internal teams. Provide transparency on product release schedules and target areas for improvement based on customer pain points.
- Update Customers on Product Roadmap: Collaborate with Product Management to communicate the product roadmap, ensuring customers understand new features and how to leverage them.
- Support Marketing Efforts: Partner with Marketing to identify opportunities for case studies, testimonials, and other marketing initiatives to promote customer success stories.
- Facilitate Training Sessions: Lead short, impactful training sessions to empower customers and enhance their usage of Sharpen’s products.
- Promote Customer Reference-ability: Regularly assess customer satisfaction, ensuring they would recommend Sharpen to others through NPS surveys and follow-up actions.
- Travel Requirements: Ability to travel up to 30% of the time, as needed to support customer engagements.
- Maintain Confidentiality & Integrity: Safeguard the confidentiality, integrity, and availability of all Sharpen information and customer data.
Qualifications
- Proactive and self-motivated professional with a strong track record of success
- 3 years of experience in CCaaS, UCaaS, or related technologies
- Proven expertise in managing enterprise and mid-market B2B customers within a SaaS environment for 3 years
- Strong technical aptitude, with experience in SaaS or telephony-based applications highly preferred
- Bachelor’s degree from an accredited institution
- In-depth industry knowledge with a demonstrated ability to manage and execute complex projects
- Proficient in Google Workspace and CRM platforms (e.g., Salesforce), with a solid understanding of their functionalities
- Experience in tracking and analyzing KPI's, such as customer satisfaction
- Previous experience in consultative or solutions-based selling is a valuable plus
About Us:
Sharpen is the cloud native CCaaS platform that empowers mid-market businesses to deliver exceptional customer experiences.
Sharpen is the cloud native CCaaS platform that empowers mid-market businesses to deliver exceptional customer experiences.
What We Offer
- Competitive Salary and benefits package
- Opportunities for professional growth and development
- A collaborative and innovative work environment
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