Customer Success Manager (West Coast)

About the Role

The Customer Success Manager role is responsible for providing a premier customer experience for our existing client base throughout the customer journey, including adoption, expansion, advocacy, and retention. The Customer Success Manager will work closely with their sales counterpart, Technical Support, and the Professional Service team to ensure that their clients are supported and informed.  

This is a remote position for candidates living in the West Coast of the  United States. We prefer candidates in the following states: California, Arizona, New Mexico, Colorado, Nevada or Utah. 

Responsibilities 

• Drive customer success as the first point of contact for customers in named accounts 
• Monitor overall client utilization and success 
• Provides ongoing service and support while managing the customers’ expectations and implementing action plans where needed; takes ownership of customer issues and partners with the appropriate teams to drive progress towards resolution 
• Track and improve on churn rate and satisfaction scores in assigned accounts 
• Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions; develop and oversee mitigation measures to turn risks into opportunities  
• Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis 
• Educates client base on solutions available as well as upgrades that align with their current and future goals and priorities 
• Maintains in-depth knowledge of our products and stays up to date with ongoing product releases 
• Protect business with current partners to ensure they won’t be tempted to use a competitor 
• Other relevant projects as needed 

Qualifications

• At least 3 years experience in a customer success role in a SaaS company is required
• Outstanding relationship and rapport building abilities
• Excellent verbal and written communication, presentation, and problem-solving skills
• High degree of professionalism. Ideal candidate executes consistently in a high-volume environment, is very dependable, and always approaches scenarios with a positive, customer centric, attitude
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
• Willingness and ability to work flexible hours
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook. Salesforce and Gainsight experience is a plus! 
• Skilled at troubleshooting with a logical, systematic approach
• Willing to travel a least 25% to visit accounts
• Located in either California, Arizona, New Mexico, Nevada, Utah or Colorado 

What's in it for you? 

• You join the gold standard in school safety software. 
• You will join a company where innovation and customer collaboration are part of what drives new product development to help keep kids safe. 
• You will work with diverse teams made up of some of the best minds in the industry.
• You will exposure to strong mentorship and leadership that have supported a long history of career advancement opportunities for our employees. 
• You will have access to a robust benefits package that includes: 
• Remote-first philosophy 
• Flexible paid time off 
• Paid parental leave 
• 11 Paid holidays per year 
• Workplace flexibility 
• Affordable health coverage (medical, dental, vision), paid 100% for employee only medical 
• 401(k) employer contribution to help you plan for the future 
• Company paid life insurance, STD, and LTD 
• Pet insurance