Our certified B Corp tech partner is looking for a passionate Customer Success Manager to join the team in Madison, WI (Onsite)! The Customer Success team is an integral part of fulfilling this mission: this team builds new opportunities and solve challenges for our customers as they help people find and connect with the help they need. Our customers are innovative organizations across many sectors — healthcare, government, local and national nonprofits, and private consultancies, to name a few. Your role will center around building lasting customer relationships, onboarding new customers, and growing customer accounts, our impact, and our company. SaaS experience is strong preferred.
What You'll Do:
- Proactively engage clients to drive product adoption and optimal product experience
- Develop & maintain relationships with key customer champions including Executive Sponsor, Project Manager and Technical Lead, to name a few
- Manage client and project communications- be a leader driving the project plan and sharing best practices of how your customers can mobilize product functionality
- Track customer usage metrics and respond to any customer deployment or product issues
- Create and deliver Executive Business Reviews on a quarterly cadence
- Take ownership of technical issues, responding in a timely manner, and working with cross-functional teams to document problem resolution steps
- Manage escalations and expectations for both the client and internal personnel
- Take ownership of the entire onboarding process for each client
- Facilitate a smooth hand-over from sales to service
- Create and manage the scope and timeline of rollout, alongside customer expectations
- Train customer’s staff and relevant partners on how to use suite of tools
- Create and share materials to support internal and external marketing
- Advocate for the customer, champion their success, drive renewals and expansions
- Drive usage throughout customer organizations including growing usage across teams, departments as well as the adoption of product features to achieve the customer’s goals
- Collaborating with the Customer Success team to build a thriving department and foster the overall success
- Advocating for the ongoing needs and goals of the customer internally – gathering feedback from customers and understanding both how to meet them where they are and also how to help get them where they want to go
What You'll Bring:
- A strong desire to use your job and mind to make the world a better place for people in need
- BS/BA degree or equivalent
- 3-5 years experience in account management, customer success, project management
- Experience with technology and able to learn new technologies quickly; ideally familiar with SaaS application support requirements
- Customer-focused, enthusiastic, positive and service-oriented
- Interest in or experience with social determinants of health, organizational innovation, social enterprise, healthcare, community organizations, governmental groups
- Ability to prioritize, multi-task, and perform effectively under pressure
- Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
- Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite
- Ability to travel to some customer locations
Salary Range: $67,270 – $84,000 base/yr (plus bonus & equity)
If the range doesn’t align with your needs, please still apply! Carex values transparency in all steps of the recruiting process. The range listed above is dependent on skills and experience as it relates to the role. New roles arise every day, and we want you to be the first to know when the right role pops up for you.
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status.