Customer Success Manager

At Pharos, we celebrate diversity, inclusion, and innovation. We are a dynamic team that values openness, commitment, respect, and a bit of fun. As a leading player in the PrintOps technology space, Pharos is riding the wave of a transformative era, especially in the migration of print IT infrastructure to the cloud. Our cutting-edge technology caters to large enterprises, and our impressive client base includes globally recognized companies.

As a Customer Success Manager (CSM) at Pharos, your primary goal will be to ensure the successful adoption, utilization, and of the use cases of our print management solutions among our valued customers. You will be responsible for building strong, long-lasting customer relationships, driving product value realization, and ultimately contributing to customer retention and growth. Your mission is to be the trusted advisor and advocate for our customers, helping them maximize the benefits of our SaaS print management solution while ensuring their ongoing success, satisfaction and loyalty.  

Pay Range:  Base of USD $68,000-USD $72,000 per year.

Location: Candidates must reside in the United States. Candidates in the Rochester New York area will be given preference. This position can be hybrid or remote for the right candidate.

Required Experience:

• 2 years of Customer Success Management experience
• 5 years customer service or account management experience at a SaaS technology company
• Working knowledge of Salesforce CRM 

Key Deliverables: 

• Build Strong Relationships: Cultivate lasting relationships with senior level stakeholders 
• Feedback: Understand how customers use our application, identify issues or unused features, and share feedback 
• Build Loyalty: Ensure long-term client retention by presenting product information and addressing customer issues proactively 
• Track Activity: Keep a record of customer interactions, including support tickets and service engagements, and collaborate with relevant departments 
• Boost Product Usage: Track and enhance product usage, emphasizing its value and return on investment (ROI) 
• Customer Success Plans: Create and execute plans with defined goals and actions, ensuring customer commitment 
• Proactive Issue Resolution: Lead customers along the success journey, resolving issues promptly to stay on track with the plan 
• Customer Check-Ins: Regularly check in with customers at various levels to assess adoption, usage, satisfaction, and needs. 
• Partner for Success: Collaborate with internal teams like Engineering, Technical Support, and Professional Services 
• Record Keeping: Maintain accurate customer records in Salesforce 

Competencies crucial to success in this role:

• Customer Success 
• Project Management 
• Change Management 
• Customer Service 
• Negotiation 
• Salesforce CRM 
• Microsoft Office 
• Data Analysis 
• SaaS 
• Post Sales 

 Soft skills crucial to success in this role:  

• Unshakable passion, and aptitude to learn
• Proactively inquisitive, enjoys exploring new technologies
• Independently directed and fearless in asking questions
• An attitude and mind set of “overcome and adapt”
• Team-centric, adaptable, collaborative, and respectful with a degree of empathy
• Build trust while managing and controlling expectations and outcomes

• Critical thinking and an analytical approach to troubleshooting and problem solving
• Ability to work independently as well as with coworkers, customers, and partners

• Customer service attitude
• Excellent written, verbal, and listening skills

About Pharos: 

As a leader in print management, Pharos makes printing more secure, cost-effective, and user-friendly while reducing its environmental impact for many of the world’s largest global brands. With a forward-thinking mindset, we are committed to providing better print management solutions for the cloud and for our clients with unique needs. As an innovator in print management for over 30 years, Pharos is proud of our history of thinking differently and moving the industry forward with many game-changing technologies.   

With our award-winning print management software and services, we help corporate enterprises, government agencies and universities all over the world to make print the way it should be secure, cost-effective, and sustainable. Many of the largest and most recognized global brands, including three of the world’s largest banks, rely on Pharos to secure and optimize their office printing environment.   

Pharos offers a competitive salary of USD$68,000-USD$72,000 per year, commensurate with experience and education. We have GREAT benefits including medical, dental, vision, life & AD&D, short- & long-term disability insurance, as well as 401K with match, flexible work hours, an open PTO plan, and collaborative team environment. Join us!   

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity  

This job description does not form part of a contract of employment although you are required to meet.  the expectations it sets out. This list of accountabilities, skills and competencies is not exhaustive, and may, from time to time, be amended by the Company in writing or verbally.