Customer Success Manager I

FluentStream is a software-as-a-service (SaaS) company that simplifies and automates how businesses communicate with customers. Thousands of businesses across the country have replaced their legacy phone system with FluentStream’s modern, cloud-based communications platform. Our apps enable support, sales and other professionals to deliver an exceptional customer experience from any device or location. Our 75+ remote employees share a passion for teamwork, fast-paced challenges, flexibility and inclusion. We are proud to be consecutively recognized by Inc. 5000 as one of the fastest-growing private companies, and by BuiltIn as one of best companies to work for in the U.S.
As a Customer Success Manager I, your focus will be driving deep executive relationships in order to reduce churn, drive portfolio growth, and increase the overall value of your customers through contract negotiations. 
Customer Success is a key differentiator for our business. Our customers depend on FluentStream for mission-critical services, and we depend on you to be the strategic advisors for our most important customers. Customer Success operates as consultative partners who use industry know-how and best practices to maximize the customers’ FluentStream investment. 
We are seeking an energetic, motivated, and empathetic person who is excited about being a part of our growing team. 

About you:

• You have the ability to work across various levels of your own organization and with customer accounts 
• You confidently build trust and foster collaboration to develop and maintain strong relationships 
• You are a go-getter with fresh ideas who takes the initiative to get things done
• You are able to prioritize tasks and initiatives in a fast-paced environment while problem-solving to drive outcomes
• You are naturally curious and are able to quickly grasp and succinctly explain technological and business concepts with strong communication & presentation skills, both verbal & written
• You see opportunities to help customers in new ways, including introducing them to new products, processes, and features
• You are flexible, agile, and adaptable; used to wearing multiple hats
• You are an expert at measuring and understanding how migrated and retained customers drive business outcomes 

Key responsibilities:

• Define, develop and execute effective customer adoption and retention strategies
• Drive customer satisfaction and NPS for assigned accounts
• Tackle parallel customer challenges with curiosity, empathy, and strong problem-solving skills
• Build trust and communicate effectively with owners, executives, office managers, and power users alike
• Intelligent discussion with customers on existing and new product features
• Drive escalation of customer issues, coordinate key resources in the escalation process, and project manage the customer issue until its resolution
• Identify account needs to provide them with the feature/product functionality to meet their goals 
• Understand and advise on best practices utilized by customers who maximize FluentStream platform’s capabilities 
• Identify opportunities for process improvements across the customer journey; document processes and improvements

Qualifications:

• 3-5 years experience in customer-facing roles like Sales, Customer Success, Professional Services, and Account Management at a B2B SaaS software company
• Strong organizational skills, time management, and acute attention to detail
• Demonstrate account portfolio planning competency
• Possess excellent verbal and written communication skills, including the ability to present to executive and key decision makers
• Available to travel up to 10%
• Experience with Salesforce
• Experience with customer success software like Gainsight, Totango, or CustomerSuccess.com 

Benefits:

• Health, Dental, and Vision Insurance
• 401k plan
• Remote work anywhere in the U.S.
• Mac computers + work from home stipend to set up your home office
• Participate in ownership of the company
• Tuition Reimbursement Program
• Unlimited PTO and Volunteer time off
• Competitive paid parental leave
• Pet Insurance
• Optional team gatherings, celebrations, and plenty of fun virtual events 

Compensation: $55,000 to $65,000 per year, plus 10% incentive bonus, plus equity.