Description

Handshake’s Customer Success Manager will work closely with new and existing accounts making sure they have the best possible experience. You will own the customer relationship and have a direct impact on customer retention and growth. This role is responsible for upsells, renewals, tracking adoption and usage metrics and providing regular health checks and QBRs. Through calls and emails you will be proactively checking in with accounts to ensure their satisfaction and continued usage. The CSM helps serve as a key project manager to assigned accounts, to support effective onboarding and implementation of products, services and training to new and existing customers.

Responsibilities

• Be the quarterback / commander of your accounts
• Educate your customer base on best practices
• Conduct QBR and roadmap sessions with key clients
• Identify and qualify upsell / cross sell opportunities within your customer base
• Track, forecast and report on at risk dollars, retention rate and expansion rate for defined book of business
• Manage the entire renewal process to successful close
• Train your customers and make recommendations to increase adoption
• Provide your customer base with metrics on a periodic basis to communicate ROI
• Work with your customers to create account plans which define short term and long term success
• Create email campaigns (check-ins, upsells, new features) using automation to reach account base at scale
• Be the escalation point for any issues related to your customers
• Work with PS team members to stay informed and unblock progress on PS projects
• Develop, prepare and nurture customers for advocacy
• Become a product expert

About You

Energetic and results driven, you can quickly think on your feet. You’re comfortable on the phone talking to customers, providing support and feedback while working closely to resolve any problems in a timely manner. You work hard to develop a strong rapport with our accounts and enjoy nothing more than seeing our customers succeed. Our Customer Success Managers are highly praised by our customers for their compulsive level of care and attention and we’re just as crazy about them!

Requirements

• 3+ years prior Account Management or Customer Success experience with a focus on increasing adoption, retention and growing your book of business.
• Excellent interpersonal skills and experience building strong internal and external relationships
• Strong technical skills and ability to coach customers through complex situations
• Self-motivated, goal oriented and proactive team player that brings innovative ideas to the table
• Excellent problem solver that can work cross-functionally to deliver superior results
• Experience working in a SaaS Customer Success environment (preferred)
• Positive and effective communication skills both written and oral
• Excellent organizational, project management and time management skills
• Strong MS Word/Excel skills
• Able to multi-task and manage shifting priorities
• Ability to thrive in a dynamic, fast paced startup environment while managing a high volume of calls and emails
• 4 year college degree

Benefits Of Working At The 'Shake

• Comprehensive medical / dental benefits.
• Competitive salary / equity packages.
• Spacious office in NoHo with plants, a shower, a fully stocked bar and plenty of bike parking

About Handshake

Handshake's mission is to help manufacturers and distributors grow their business by making it easy for their customers order the right products from them in-person and online. The software we build provides our customers with a commerce platform that replaces the antiquated paper-and-clipboard-based systems used by brands and their salespeople, allowing for more products to reach more retailers with less cost, at greater speed and with less environmental impact.