Customer Success Manager

The Position:

The Customer Success Manager is the client relationship owner of FastSpring’s strategic accounts. This is a critical role in providing our clients with an unequaled client experience, and retaining our most valued clients. This requires exceptional customer program management skills. This person builds relationships with external customers, internal resources and manages all elements of the relationship process. 

In this role, you will manage the customer experience across a specified customer base, meeting agreed-upon engagement, expansion and retention targets. You will educate our clients on our product and service offerings, set clear expectations for deliverables, and proactively enable the success of our clients. The CSM has the unique challenge of understanding our customers’ needs and strategic objectives to uncover how FastSpring can best serve them in achieving their business objectives. At the same time, the CSM is an influencer, connector and coordinator to make sure that we are pulling together the right team, at the right time, and delivering services in a way that our customers trust and rely on.

The CSM will work with executives, and be a client liaison responsible for successful product adoption and overall management of the client relationship.  This includes; reporting and analytics of revenue tied to client success, client testimonials, client references, and case studies.

Responsibilities:

• Establish professional relationships with key stakeholders in assigned client accounts.
• Ability to solve customer problems independently as well as with internal or external resources.
• Work closely with sales, customer support and product teams to proactively manage each customer’s success.
• Drive engagement, high participation, and increase feature adoption across all client accounts. 
• Develop a deep understanding of clients’ business models, their overall goals, business needs, and advise the customer on how FastSpring can be part of their solutions.
• Proactively assess, clarify, and validate customer needs on an ongoing basis. 
• Represent the clients’ needs and as their “voice” in internal process improvement-related initiatives.
• Design, develop, and deliver operational reports and analyses, i.e., status of findings, report of unworked opportunities, and projected cost savings/increased revenue that demonstrate product ROI.
• Plan and deliver Quarterly/Executive Business Reviews (QBR/EBRs) - including preparation of key account performance insights, success metrics, and strategic recommendations.
• Document, monitor, and audit records of customer interactions and issues, recording details of inquiries, complaints, comments, and all associated internal actions taken and/or information provided.
• Travel to attend face-to-face client meetings and present business reviews, as necessary.
• Make our customers successful!

Minimum Qualifications:

• Minimum of 3 years’ experience in a customer-facing account management or customer success management role within SaaS and subscription-based business models.
• GCSE English (Grade B or above) and Mathematics (Grade B or above) - or equivalent evidence of strong mathematical ability.

Preferred Qualifications:

• Experience in payments, e-commerce, or fintech.
• Degree in a business or IT-related field (minimum 2:2) or equivalent relevant industry experience.

Skills / Knowledge / Competencies:

• Superb account management and customer success experience. 
• Experience interacting with Executives, C-Suite, and proprietors strongly preferred.
• Problem-solving, critical thinking, communication, sales, project management and relationship-building skills.
• Familiarity with Salesforce, Gainsight, and G Suite preferred.
• Demonstrated success working in a target-driven environment. 
• Proven ability to self-educate and adapt quickly to new information.
• Excellent analytical and data interpretation skills.
• Experience in an enterprise solution sales environment and ability to partner with account executives in the development and closure of sales opportunities preferred.
• Skilled at negotiating business terms with line-of-business, senior management, and/or C-level executives.
• Willingness to work a flexible schedule required and ability to self-manage your time and deliverables.