November 2, 2024 
California 
Full-time Overview
Reekruter is working with a leading client to find an enthusiastic and client-centric Customer Success Manager. This role is ideal for a proactive relationship builder passionate about delivering exceptional customer experiences and driving product adoption. The Customer Success Manager will play a pivotal role in managing customer relationships, ensuring client satisfaction, and maximizing product value. You’ll work closely with clients to understand their needs, provide tailored solutions, and serve as a trusted advisor, helping them achieve success and realize the full potential of the company’s offerings.
Responsibilities
Client Relationship Management
Serve as the primary point of contact for assigned clients, building long-lasting relationships to foster trust and loyalty.
Conduct regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions with clients to understand their business goals.
Proactively identify and address any issues or roadblocks, ensuring a positive and seamless customer experience.
Product Adoption and Value Realization
Guide clients in adopting product features and functionalities to achieve maximum value from the company’s offerings.
Conduct product training sessions, create customized onboarding plans, and provide best practices to encourage engagement.
Monitor client usage and product adoption metrics, implementing strategies to increase engagement and satisfaction.
Account Growth and Renewal
Collaborate with the sales and account management teams to identify upsell and cross-sell opportunities within existing accounts.
Manage renewal processes, conducting timely and effective renewals to retain client accounts.
Negotiate and close renewal agreements, addressing any questions or concerns to ensure continued partnership.
Customer Advocacy and Feedback
Act as the voice of the customer, communicating client feedback to internal teams for continuous product and service improvement.
Develop customer advocacy initiatives, such as case studies and testimonials, to highlight client success stories.
Collaborate with product and marketing teams to shape product roadmaps based on client needs and feedback.
Data Analysis and Reporting
Track and analyze customer success metrics, such as customer health scores, NPS (Net Promoter Score), and customer satisfaction.
Generate regular reports to monitor client progress, share insights with leadership, and recommend strategies for improvement.
Use data to make informed recommendations that enhance the customer experience and drive measurable outcomes.
Process Improvement and Best Practices
Continuously improve customer success processes to streamline workflows and enhance client satisfaction.
Stay updated on industry trends, competitor offerings, and customer success best practices.
Mentor junior team members and contribute to building a knowledge-sharing environment within the team.
Qualifications
Experience: 3+ years in customer success, account management, or a related client-facing role, preferably within a SaaS or technology company.
Education: Bachelor’s degree in Business, Marketing, or a related field.
Skills:
Strong relationship-building, communication, and presentation skills.
Excellent problem-solving and conflict resolution abilities.
Familiarity with CRM and customer success software (e.g., Gainsight, Salesforce, HubSpot).
Analytical mindset, with the ability to interpret data and translate insights into actionable strategies.
High level of organizational skills and attention to detail.
Preferred:
Experience in driving product adoption within a software or tech environment.
Knowledge of customer success frameworks and methodologies, such as Success Plans and Health Scoring.
Why Join?
Our client offers a supportive and engaging work environment where you’ll be empowered to make a meaningful impact. Along with competitive compensation, enjoy a comprehensive benefits package that includes health, dental, and vision insurance, a retirement savings plan, and wellness programs. Benefit from unlimited paid time off (PTO), offering flexibility for work-life balance as you help clients succeed. If you’re passionate about customer success and dedicated to client satisfaction, apply to join Reekruter’s client in shaping an exceptional customer journey.