Commercial Customer Success Manager
As a Commercial Customer Success Manager, you will be driving new business growth, customer success and retention. You will be responsible for ensuring strong and directed post-onboarding support for our Commercial customers, helping them succeed with our platform in order to receive the maximum value from our solution throughout their lifecycle. You will focus on understanding customer requirements, understanding the TA platform in deep detail, supporting those customers via email, and driving adoption and retention, while also keeping customer satisfaction and NPS scores among the highest in the industry. This will be the first Commercial Customer Success Manager in our NYC office. You will work closely with our MMCSM team and report to our Director of CS in California.
RESPONSIBILITIES
- Effectively support our established Commercial customers, ensuring strong product engagement and adoption from one-month post-onboarding onwards.
- Manage all post-sales activity for Commercial customers through strong relationship-building, product knowledge, planning, and execution - primarily through email support
- Partner with the sales team to execute a seamless customer experience for our Commercial customers
- Drive satisfaction, adoption, retention, and reduce churn by providing quick and knowledgeable advice for customer’s questions
- Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve our customers to maximize customer value and retention
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
- Work closely with the implementation team to ensure a smooth customer transition
- Work collaboratively with your teammates to improve upon our existing approaches to customer engagement and account management
QUALIFICATIONS
- Bachelor’s degree
- 1-2 years of experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company
- Proven track record of managing a high volume of accounts, from onboarding and throughout the customer lifecycle
- Excellent project management and organizational skills
- Data-driven approach to continuously drive additional efficiency
- Ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
- Passion for deeply understanding a product in order to provide solutions for customers
- Attention to detail and excellent communication skills are a must
- Passion for travel and focusing on the customer experience
- High energy, go-getter with fresh ideas who takes the initiative to get things done